Desktop Support specialist - L3

Desktop Support Specialist - L3
Exact location:2125 State Route 38 Malta, IL 60150


The Unified Workforce (UWF) Engineer's role is responsible for providing end User IT support in a vWIC, WIC, or DSS environment. Engineers will be required to move between service modes and therefore are expected to be familiar with all three modes' operations and requirements. The enhanced skill set of the engineers will ensure a more effective and improved End User experience.

DXC has defined the following skill requirements for the Unified Workforce resources:

WIC/VWIC/DSS - face-to-face at front desk experiences with:
o ServiceNow ticket handling
o Mobile Devices (+ Laptops) HW & SW related issues (strong)
o How-to assistance with showroom Devices or End User assigned IT Equipment
o Remote support
o Software-related issues (Standard & Non-Standard)
o Line of business application-related issues
o Active Directory tool
o Microsoft Windows operating system all related issues
o Microsoft Office 365 ProPlus/2019 all related issues
o SCCM SW deployment issues (front end)
o Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners
o Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand & eyes software issues (IOS, Android, and Windows)
o Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)
o Meeting room management (Video and Audio Equipment)
o Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)
o Smart Hands and Eyes for any end user support teams
o Asset Management, etc. Stock management (incoming & outgoing IT goods)

Main characteristics for a UWF Engineer:
Logging, resolving, and assigning incidents into ServiceNow
Own the incident throughout its lifecycle
Install applications and peripherals for End Users in WICs and onsite
Guide users with simple, step-by-step instructions
Conduct troubleshooting (remote and face-to-face)
Be able to recognize when to escalate the incident to Level 3 support
Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information
Deploy company assets to End Users like a laptop, desktops, mobile phones, etc.
Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership
Maintain Assets and Configuration Item records Escalate incidents when necessary using the client escalation process
Provide End User training and education
Adhere to policies as per corporate manuals and directives
Provide best-in-class End User experience