Deskside Site Support

Job Role: Deskside Site Support
Location: Plano, TX (Onsite)

Desk-side JD:
 Providing Deskside site Support from Onsite for managing end user devices.
 The support team structure contains L1 designated associates.
 All incoming incidents and requests are logged and tracked within the ticket
management system and are addressed by designated associates.
 Deskside services would involve first level problem diagnosis and resolution
of issues in end user workstation, associated devices including call
escalation in the event a problem cannot be resolved on site.
 It would also include loading of standard software applications and business
application software.
 Desk side support provides support for end user incident management for
users.
 Providing critical user support (VIP Support- Expedited)
 Assisting, diagnosing, and resolving the issues / requests raised by end users
with respect to IT services & Operations.
 Provide support for Standard Products (Laptops, Desktops, Printers, and
Scanners), Desktops, Laptops, Mobile, Audio / Video Conferencing
Systems, Projectors, Windows / MAC / Linux OS, Business productivity
software - Office products, email, and Anti-virus., Other standard
applications,
 For any Inogen specific application requirements, the application support is
limited to SOP based support and if team is unable to resolve, the ticket will
be escalated to the specific application team Configuration &
Troubleshooting of VPN client as per SOP provided by Inogen team on End
user Device only.
 Troubleshoot local area network connectivity / Wi-Fi connectivity issues to
all desktops / laptops.
 Patch management on non-network/isolated systems by following SOPs/
instruction form patching team.
 Maintain/updates of tickets in the ITSM tool, ticket closure only post
resolution and user confirmation.
 Install & Manage End user devices (Desktop, Laptop, Tab etc.), add/remove
accessories, devices, peripherals and configure PCs.

 H/W break fix support.
 Support users working from Home using Remote Desktop management
using Tools
 For any IT system allocations, ensure proper hardenings of desktop/laptop
in accordance with standard and maintain the resources.
 Maintain record of new machines installed, movement of machines within
site, changes in configuration of machines and informing asset coordinator
about the changes and update the same in Asset Management inventory.
 Installation of the standard Desktop Application packages like MS Office,
Teams, OneDrive, and Visio. and installation and configuration of any
customer specific software packages based on SOPs provided by Inogen.
 Maintaining database of the various vendors with details like contact
person, telephone nos. escalation matrix, response time and resolution time
commitments etc. for in scope Assets
 Provide necessary assistance in liaising with third party vendors regarding
the coordination on maintenance support for end-user assets.
 Logging calls with hardware vendors. Coordination with vendors to get the
problems resolved as per SLOs Inogen has with its vendors. Escalation of
problems to Inogen if problem not resolved as per vendor resolution time
commitments.
 Fixing any Paper Jam related issues and First level of servicing of the
printers to ensure smooth functioning of operations.
 Provide appropriate rights and permissions for accessing printers with the
help of team.
 Keeping record of warranty / AMC and licensing of each hardware
 Track & Update Inventory of available license and utilization of licenses
using Asset Management tool in coordination with Asset manager.
 Defined process will be followed for asset movements, Data deletion for a
clean computer hard drive post disposal / change of user (re-allocation).