IT Desktop and Network Support Dispatch Italy

Job Overview Essential duties for the position include, but are not limited to the following : Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs Resolve incidents and problems associated with EUC equipment Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future Support Authorized Users connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments Provide repair and maintenance for mobile devices Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals) Provide software break / fix services and replacement of non-warranty assets for end users Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP / IP output Provide warranty and break / fix support for networked printers and scanners Configure and support end users on mobile computing platforms Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc Create, change and remove printer configurations and queues based on requests and in accordance with SLAs Provide on-site hardware support for general troubleshooting and problems for end user computing technologies Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel. Utilize problem management database and systems to track and report on customer calls and requests. Communicate technical information to technical and non-technical team and customers. Deskside support services as required. Key Responsibilities Monitor multiple intake channels (phone, email, Slack, ServiceNow) and respond swiftly to user support requests. Deliver deskside and remote support to employees and VIPs, troubleshooting and resolving issues efficiently. Install, configure, maintain, and repair computers, peripherals, and mobile devices (Windows / macOS). Image and deploy laptops / desktops and install authorized software packages. Log and track all incidents using ServiceNow or other ITSM systems, maintaining detailed documentation. Support AV / VC systems for conference rooms and streaming live meetings. Provide technical assistance in IT asset lifecycle processes, including IMAC and technology refreshes. Assist with depot operations: hardware replacement, setup, and shipment. Perform inventory control and asset tagging, ensuring compliance with asset management protocols. Support password resets, account access issues, and enterprise software usage. Maintain adherence to all data privacy, security, and confidentiality policies. Collaborate with cross‑functional IT teams to enhance service delivery and user satisfaction. Qualifications Requires 4+ years of related work experience. Sound knowledge of imaging tools (Ghost, MDT). Sound knowledge of data backup and recovery tools (USMT). Installing, upgrading, and migrating to Windows 10. Deploying Windows 10 in large enterprises. Configuring hardware and applications. Configuring network connectivity. Configuring mobile computing. Monitoring and maintaining systems that run Windows 10. Should be able to communicate (written + speak) in local + English language (minimum of B2). Additional Information Note: Candidates must be legally authorized to work in Canada. Visa sponsorship is not available for this role. #J-18808-Ljbffr