DESKTOP ENGINEER/SCIENCE PARK/UP TO 3K/LOCAL DIP ONLY/CAT 1

a. IT professional with frontline experience in information technology.

b. Support encompasses IT Service Management (ITSM) tickets, requests, walk-in assistance, on-site support, self-help kiosks, VIP phone services, and the onboarding/offboarding of systems along with hardware and software support.

c. Responsible for addressing and resolving basic incidents, walk-in inquiries, and requests; documenting all incidents and requests; and collaborating with Subject Matter Experts to resolve issues that exceed their scope of authority or responsibility.

d. Ensure timely escalation of all tickets to the appropriate departments after gathering necessary information and performing basic troubleshooting. Critical incidents related to security or data breaches must be escalated within one hour.

e. Document resolutions and updates in the self-help and knowledge base. Continuously enhance general knowledge of current IT applications and services to improve the ability to resolve requests on the first contact.

f. Perform network troubleshooting for both wired and wireless connections utilizing Fluke testing devices.

g. Verify and whitelist USB devices as required.

h. Diagnose hardware issues for PCs and associated peripherals, and report to vendors for Return Merchandise Authorization (RMA) processing.

i. Handle software installations, manage Elevated Administrator access requirements, and conduct Software Security Compliance checks for onboarded and corporate systems.

j. Execute secure erasure of storage media designated for write-off.

k. Troubleshoot secure token connectivity issues.

l. Reset passwords for corporate user accounts as needed.

m. Expected to safely relocate IT equipment using appropriate handling tools.