Desktop Support Specialist chez New Orleans Ernest N. Morial Convention Center

MAJOR ACCOUNTABILITIES include the following.  Other duties may be assigned.

Work collaboratively with members of the VMware team on the implementation of new solutions to meet expected service levels and exceptional user experiences. 

• Support the Enterprise virtual desktop image with assistance from VDI Administrator.
• Create and patch Golden Image for user desktops.
• Maintain the Thin Clients in support of VDI environment to ensure operational efficiency.
• Serve as backup to the VDI Administrator in their absence and assist in special projects and responsibilities as assigned.

Manage service tickets in an organized manner to ensure accuracy. 

• Coordinate the day-to-day operations of the helpdesk ticketing system.
• Track end-user satisfaction and SLA adherence for desktop support services and conduct end user follow up for service exceptions.
• Diagnose end-user hardware conflicts and provide solutions to remedy the issues.

Provide PC and peripheral parts requirements, acquisition support and installations satisfying end-user computing needs. 

• Configure and troubleshoot new devices as needed for current and new clients using MDM where applicable.
• Perform software installations/upgrades.
• Manage hardware and licensing inventory, including procurement and end of life activities
• Maintain equipment inventory records/equipment replacement schedule.
• Provide research and recommendations for improvements and opportunities.

Perform other server non-OS services such as Active Directory, Email, user accounts and permissions.

• Configure and maintain the Helpdesk operating system, IT Asset Management Software, to maximize reporting metric and asset management features.
• Provide service and usage reports as requested.
• Independently troubleshoot printer problems, security-related concerns, networking and connectivity issues, device driver selection and installations.
• Assist in other IT activities as required to meet directives and customer expectations.           

Other Skills and Abilities                                                     

• Extensive working knowledge of Microsoft Windows PC and VMware environments and server services.
• Familiar with intermediate networking concepts such as DHCP, DNS, TCP/IP and IP routing.