Job Description:
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com .
Job Scope: IT Asset Management & Operations
IT Asset Management (ITAM)
Responsible for the end-to-end lifecycle management of hardware, including laptops, monitors, and peripherals/accessories.
Troubleshooting: Diagnose and resolve hardware-related issues.
Request & Deployment: Manage the fulfillment process for new hardware requests.
Maintenance: Facilitate the repair and exchange process for faulty units.
Lifecycle Logistics: Coordinate the replacement of aging assets and manage the return process for offboarding or upgrades.
Loaner Program: Administer the temporary loan process for devices and ensure timely returns.
Device Imaging & Software Support
OS Deployment: Perform imaging of laptops using the standardized company image.
MacOS Troubleshooting: Diagnose and resolve macOS-specific issues, including but not limited to: Boot & Recovery: Recovery Mode, Safe Boot, and startup disk issues.
System Administration: User account management, permissions, and Disk Utility operations.
Security & Encryption: FileVault encryption, Keychain management, and certificate-related issues.
Enterprise Enrollment: MDM/JAMF enrollment, configuration profiles, and compliance policies.
OS Updates: macOS upgrade and patch deployment.
Application Issues: Compatibility, crashes, and enterprise software behavior on macOS.
Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on macOS.
Windows Troubleshooting: Diagnose and resolve Windows-specific issues, including but not limited to: Boot & Recovery: Safe Mode, Windows Recovery Environment (WinRE), and startup repair.
System Administration: User account management, Group Policy, and disk management operations.
Security & Encryption: BitLocker encryption, Windows Defender, and certificate-related issues.
Enterprise Enrollment: MDM/Intune enrollment, domain join, and compliance policies.
OS Updates: Windows feature updates, patch deployment, and update troubleshooting.
Application Issues: Compatibility, crashes, and enterprise software behavior on Windows.
Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on Windows.
Enterprise Software: Provide specialized support for core communication and security tools: Sealsuite, Lark, and Zscaler.
General Support: Handle basic software activations and general application troubleshooting.
AV Operations & Event Support
AHA Events & Conference Rooms: Execute setup for meeting spaces, including microphones, projectors, and screens.
Meeting Room Technical Support: Provide break/fix support and real-time troubleshooting for meeting room hardware.
Platform Management: Manage the switching and configuration of conferencing platforms (Lark & Zoom).
Service Desk & Administrative Excellence
Ticket Management: Monitor, update, and resolve incidents/requests within the Glata Ticketing System.
Hardware Repair Ticketing: Log and track repair tickets for laptop hardware issues within the Glata Ticketing System, including: Issue Documentation: Accurately record symptoms, error codes, and diagnostic findings.
Repair Coordination: Liaise with vendors and authorized service providers for warranty and out-of-warranty repairs.
Status Tracking: Monitor repair progress, provide updates to end-users, and ensure timely resolution.
Closure Validation: Verify repairs upon return, confirm device functionality, and close tickets with proper documentation.
Customer Service: Maintain high standards of IT Service Desk Counter Etiquette when…