Remote Desktop Support
Core
L2 Desktop Support coordinating changes, rollouts, and incident handling for desktop environments.
Role type
L2 Desktop Support Engineer
Builds
Desktop services and change management processes
Domain
IT Infrastructure / Windows Environment
Deliverable
client delivery
Required skills
Windows OS support (XP, Vista, 7, 2000, 2003, 2008), Active Directory, Exchange, ITSM ticketing tools (Remedy, HP Service Center), remote connectivity tools (SMS, Bomgar, WebEx, Live Meeting), phone support, hardware/software/network troubleshooting
Preferred skills
Change management process knowledge, MS Office Suite, VPN/dial-in support, PDA/Blackberry support, Adobe Acrobat
Technologies
Windows 7/Vista/XP/2000/2003/2008, Active Directory, Exchange 2003/2007, Remedy, HP Service Center, SMS, Bomgar, WebEx, Live Meeting, MS Office, Internet Explorer, Chrome, Firefox
Responsibilities
Coordinate desktop changes to avoid deployment collisions, prepare and prioritize rollout requests, create rollout plans, coordinate implementation process, track requests to ensure planned implementation, participate in incident handling for desktop changes, participate in projects for bigger desktop changes (e.g., new antivirus rollout)
Seniority
L2, hands-on IC
