Desktop Support Technician

Full Job Description

Supplier technicians will perform tasks as per the MSA service definitions as well as the

below tasks at NYU sites:

1) Desk Sidé Support (Site Services Support)

2) Hands and Eyes Audio Video Support for Conference Rooms

3) MAC Support for all DEP and GAR Computers

4) NYU End to End Incident ownership

5) Hard Drive wipe before Disposal using client toolset and licensing

6) IMACD Services (Software & Hardware)

7) Deskside Support (Site Services Support)

Contract :: CW2320221 Legal Spoc :: Chhaya Jayantilal Jogadia-52062310

DocuSign Envelope ID: D6DC4E46-EDEB-4720-8EDC-D3198F7AF160

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Statement of Work

HCL a) Interact with NYU users to determine problem

b) Check for proper boot-up procedure

c) Check for proper operation of system devices

d) Check the specific failure or problem reported by user

e) Perform software diagnostics to the extent allowed by the software vendor

f) Resolve the problem to include but not be limited the following: -

• Resolve device driver conflicts

• Resolve software incompatibility issues

• Resolve software configuration issues

• Perform virus eradication

• Setup user directories

• Configure remote access services

• Configure administration information

• Create and clear print queues

• Perform network conductivity test including login, file access and printing

• Configure and test user directory synchronisation

• Reload application using client-provided software media

• After resolution of problem, test for full functionality, connectivity, access to

server and printers

• Obtain end user confirmation that problem, resolution is complete

g) Hardware and Software support for End users devices

h) VIP Support