We are looking for a highly knowledgeable and experienced Desktop Support Subject Matter Expert (SME) to join our IT support team. The ideal candidate will provide expert-level support for desktop systems, mentor junior staff, and contribute to the development of best practices and procedures. This role requires deep technical expertise, excellent communication skills, and a proactive approach to problem-solving.

Accountabilities: 

Participate in the resolution of end user’s desktop computer issues that may include but are not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardwareMonitor, support, and troubleshoot the. IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools.Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned —hardware, software, telecommunication, business application, customer connectivity, etc.All other duties as assigned.

Key Responsibilities:

Provide expert-level support for desktop hardware, software, and peripherals.Diagnose and resolve complex technical issues escalated from Level 1 and Level 2 support teams.Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.Conduct training sessions and workshops for junior support staff to enhance their technical skills.Collaborate with other IT teams to implement and support new technologies and solutions.Participate in the evaluation and selection of new desktop hardware and software.Ensure compliance with company policies, procedures, and security standards.Stay updated with the latest industry trends and technologies to provide innovative solutions.Generate and interpret metrics results from ServiceNow.

Qualifications:

Must hold a degree in Computer Science, Information Technology, Telecommunications, Computer Engineering or Electronics and Communications Engineering or any IT Related CourseMinimum of 5 years of experience in desktop support or a related role.Experience with remote desktop support tools and techniques.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus. Must have an experience in providing technical support to a range of hardware and desktop applicationsMust be proactive and have good English communications skillsMust be willing to work on shifting schedules.

TECHNICAL SKILLS:

Proficiency in troubleshooting hardware and software issues. (point of escalation)Extensive knowledge of Windows and macOS operating systems.Familiarity with mobile device management (MDM) solutions.Strong understanding of networking concepts, including TCP/IP, DNS, and DHCP.Knowledge of ITIL framework and best practices.Understanding backup procedures. Good problem-solving skills.Good organizational skills.Ability to travel less than 25%.Understanding backup procedures.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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