Deskside Support L2 - MAC , JAMF -Baltimore MD-Day One Onsite

Deskside Support L2 - MAC , JAMF -Baltimore MD-Day One Onsite

(Baltimore, MD, 21212) | 04/27/26

Job Description

Role: : Deskside Support L2 - MAC , JAMF

Location: - Baltimore MD-Day One Onsite

Job Description:

Coordinate desktop changes to avoid deployment collisions.

Prepare requests for rollout

Prioritize change requests

Create rollout plans for changes requests

Coordinate implementation process

Keep track of request and make sure they are implemented as planned

Participate in incident handling concerning desktop changes.

Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

Microsoft environment knowledge (desktop & server).

Have some level of technical understanding of the products building up a desktop service.

Experience from the desktop environment.

Understanding and experience of change management process.

Technical Requirements

Technical Requirements

Phone support experience necessary.

Technical Service desk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008

Knowledge of Active Directory, Exchange 2003/2007

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox),

VPN and remote dial-in users

Support for laptop, desktops, and printers

PDA and blackberry support

Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Ability to troubleshoot and PCs, printers, and cellphones with MAC & Windows.

Soft Skills

Excellent communication and conversation skills (Verbal and Written)

Good documentation skills

Good working knowledge of MS OFFICE (Including MS Project and Visio)

Should have a great customer handling skills

Able to handle unforeseen situations

High level of acceptance

Can drive HCL's value and its methodology

Other Skills / Experience

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

Ability to learn new information quickly and the willingness to do so at all times.

Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Years of Experience

Total : 3-4 yrs. of university education post High school (B.Sc. or Diploma)

Relevant : 2 - 3+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware

Certification requirements

Preferred MCP/MSCE/MSCA

Preferred Apple Certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

Total: 3-4 years of university education post High school (B.Sc. or Diploma)

Bachelors / Masters / Equivalent

Deskside Support L2 - MAC , JAMF -Baltimore MD-Day One Onsite1deskside, Jamf, MAC United States