RDS GAM L1 - Desktop Support Analyst/Engineer

Requirements

Key Responsibilities

Technical Support

• Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to end-users.
  
• Diagnose, troubleshoot, and resolve hardware and software issues for desktop and laptop systems.
  
• Assist with the installation, configuration, and maintenance of desktop operating systems (primarily Windows and macOS) and commonly used applications.
  

Incident Management

• Log, track, and manage incidents and service requests in the ticketing system, ensuring SLAs (Service Level Agreements) are met.
  
• Escalate unresolved issues to L2 or L3 support teams and follow up to ensure prompt resolution.
  
• Document all troubleshooting and problem resolution steps to build a knowledge base for future support.
  

Software and Hardware Support

• Support and maintain end-user equipment, including desktops, laptops, printers, and mobile devices.
  
• Provide assistance with application installation, updates, and basic configuration for end-user productivity tools.
  
• Troubleshoot issues with peripherals, network connectivity, and printing for remote users.
  

User Training and Guidance

• Provide basic training to end-users on IT policies, system usage, and common troubleshooting steps to empower users.
  
• Assist users in understanding and navigating key applications, ensuring a seamless experience and minimal disruptions.
  

System Monitoring and Maintenance

• Monitor desktop and laptop systems to identify potential issues and proactively resolve them.
  
• Perform regular maintenance tasks such as software updates, patches, and system health checks to enhance system performance and security.
  

Qualifications

• Education: High school diploma or equivalent; additional IT certifications are a plus.
  
• Experience: Minimum of 1-2 years of experience in desktop or helpdesk support, with experience in remote desktop support preferred.
  
• Certifications: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or other relevant certifications are beneficial.
  

Skills and Competencies

• Technical Skills:
  

  • Strong understanding of Windows and/or macOS operating systems.
    
  • Familiarity with remote desktop support tools and VPN technologies.
    
  • Knowledge of troubleshooting network connectivity issues, including LAN, Wi-Fi, and VPN.
    
  • Proficiency in Microsoft Office Suite and other productivity software commonly used in business environments.
    

• Soft Skills:
  

  • Excellent communication and customer service skills, with a focus on user satisfaction.
    
  • Strong problem-solving abilities, with the ability to work under pressure and meet tight deadlines.
    
  • Detail-oriented, with good documentation skills to ensure clear tracking and reporting of support issues.