Senior Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

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Key Responsibilities

Key Responsibilities

• Act as the primary point of contact for Desk Side Services operations, handling L2/L3 escalations related to end-user computing and hardware issues.

• Provide onsite and remote support for desktops, laptops, and Mac devices, ensuring minimal downtime and adherence to SLAs.

• Manage and support asset lifecycle using AMT Asset Management Software, including asset tracking, auditing, allocation, and compliance.

• Diagnose and resolve complex hardware issues related to Windows PCs, Mac systems, printers, and peripheral devices.

• Perform installation, configuration, and troubleshooting of endpoint devices (Windows/Mac) and enterprise applications.

• Manage hardware inventory, including procurement coordination, asset tagging, tracking, and disposal processes.

• Handle printer management, including installation, configuration, troubleshooting, and vendor coordination for enterprise printing environments.

• Ensure compliance with ITIL processes such as Incident, Service Request, Problem, and Change Management.

• Maintain accurate documentation of asset records, configurations, and support procedures (SOPs).

• Collaborate with cross-functional teams (network, security, infrastructure) to resolve integrated issues.

• Support onboarding and offboarding activities, including device provisioning, user setup, and asset recovery.

• Identify opportunities for automation and process improvements within desktop support and asset management.

• Provide guidance and mentorship to L1/L2 engineers and support knowledge transfer initiatives.

• Participate in audits and ensure compliance with organizational and regulatory asset management standards.

Skill Requirements

Technical Qualifications

• 8+ years of experience in Desk Side Services / End User Computing support in a corporate environment.

• Strong hands-on experience in Windows PC support, including OS installation, configuration, and troubleshooting.

• Good experience in Mac (Apple) device management and support.

• Expertise in Hardware Asset Management and lifecycle processes using tools such as AMT Asset Management Software (or similar platforms).

• Experience in printer and peripheral device management, including network printers and print servers.

• Strong knowledge of desktop hardware components, troubleshooting, and replacement procedures.

• Familiarity with enterprise tools such as Service Now (or equivalent ticketing tools) for incident and asset management.

• Understanding of ITIL processes and best practices.

• Basic knowledge of endpoint security, patching, and compliance standards.

• Strong troubleshooting and analytical skills with the ability to handle complex technical issues.

• Excellent communication and stakeholder management skills.

• Ability to work in a fast-paced, SLA-driven environment and handle multiple priorities efficiently.

Other Requirements

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