GTI Lead | Help Desk | Alexandria

Sutherland
Alexandria
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication (verbal and written)","Customer focus","Documentation","Problem-solving"]

Provide on-site help desk and deskside support, resolving end-user issues and managing ticket queues with FIFO handling by priority. Modify local workstation configurations and default settings, install/configure new laptops and peripherals, and maintain equipment inventory. Support standard office applications, handle incident documentation across phone/web/walk-in, and manage Active Directory users/access. Coordinate escalations, assist with PC setup/deployment, hardware/software upgrades, and printer support.

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FursaFursa
Sutherland
Sutherland
1 day ago

GTI Lead | Help Desk | Alexandria

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Provide on-site help desk and deskside support, resolving end-user issues and managing ticket queues with FIFO handling by priority. Modify local workstation configurations and default settings, install/configure new laptops and peripherals, and maintain equipment inventory. Support standard office applications, handle incident documentation across phone/web/walk-in, and manage Active Directory users/access. Coordinate escalations, assist with PC setup/deployment, hardware/software upgrades, and printer support.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide helpdesk support and resolve end-user issues to satisfaction.
  • •Monitor service desk queues and process tickets FIFO based on priority, ensuring timely handling and documentation.
  • •Install and configure new workstations/laptops and peripheral equipment, including PC setup/deployment for new employees.
  • •Maintain and upgrade workstation hardware/software and manage inventory of all equipment and IT assets.
  • •Manage Active Directory users and access rights, support group services (McAfee Antivirus, SCCM, WDS), and handle on-site hardware issues including printers.

Key Requirements

  • •Provide helpdesk support and resolve issues to end-user satisfaction.
  • •Monitor and process service desk tickets in FIFO order based on priority.
  • •Good knowledge of Windows OS troubleshooting and MS Office application support.
  • •Understanding of Active Directory Services for day-to-day user management.
  • •Graduate in any stream; willingness to work night shifts and support internal customers (phone) while handling/floor support and supporting a team in daily activity.
Skills:Communication (verbal and written)Customer focusDocumentationProblem-solving
Certifications:ITIL FoundationMCP
Languages:English
Tech Stack:Windows OSMS OfficeActive DirectoryActive Directory ServicesHelpdesk tracking softwareActive Directory user managementMcAfee AntivirusSCCMWDSPrinters

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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