RDS GAM L1 Desktop Support AnalystEngineer

Requirements

Key Responsibilities

Technical Support

• Serve as the first point of contact for remote desktop support (RDS) issues, providing timely and efficient assistance to endusers.
  
• 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 enduser equipment, including desktops, laptops, printers, and mobile devices.
      
    • Provide assistance with application installation, updates, and basic configuration for enduser productivity tools.
      
    • Troubleshoot issues with peripherals, network connectivity, and printing for remote users.
      

    • User Training and Guidance
      

      • Provide basic training to endusers 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 12 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 andor macOS operating systems.
                
              • Familiarity with remote desktop support tools and VPN technologies.
                
              • Knowledge of troubleshooting network connectivity issues, including LAN, WiFi, 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 problemsolving abilities, with the ability to work under pressure and meet tight deadlines.
                    
                  • Detailoriented, with good documentation skills to ensure clear tracking and reporting of support issues.
                    
                  • • 
                      
                      
                      
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