The Desktop System Administrator shall have the following responsibilities:
Advanced Technical Support:
o Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.
o Diagnose and resolve complex hardware and software problems.
o Perform root cause analysis for recurring issues and implement permanent fixes.
System Maintenance and Optimization:
o Ensure the stability, security, and performance of Windows desktop systems.
o Apply patches, updates, and configuration changes to maintain compliance and security standards.
o Monitor system performance and proactively address potential issues.
Incident and Problem Management:
o Manage and resolve high-priority incidents and problems within SLAs.
o Document resolutions and create knowledge base articles to improve future support processes.
o Conduct post-incident reviews to identify improvements.
Collaboration and Project Support:
o Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.
o Assist in the design and implementation of new technologies and solutions.
o Participate in planning and execution of system upgrades and migrations.
User Support and Training:
o Provide guidance and training to Tier 1 and Tier 2 support staff.
o Assist end-users with complex technical issues and provide advanced troubleshooting.
Documentation and Reporting:
o Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
o Generate reports on system performance, incident resolution, and other metrics as required.
This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.
Mandatory Skills: