Desktop / Field Support Technician

Job Overview:

Pay Range $19hr - $24hr

Requirement/Must Have:

• 5+ years of experience in Desktop Support, Windows troubleshooting, IMAC, Service Now.
• A+ Hardware certification, Microsoft certification (preferred), ITIL certification (preferred), CCNA certification (preferred).
• Hands-on experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones, Video Conference Rooms Devices (Audio & Video).
• Working knowledge of imaging utilities such as Ghost, SCCM, etc.
• Strong verbal and written communication skills.

Responsibilities:

• Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity.
• Travel to the Nearby Site in case of a need.
• Work from Office on Daily basis.
• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
• Hands-on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops.
• Ability to move/lift/carry up to 50 lbs of weight.
• Safely move equipment point to point using wheeled carts and vehicles.
• IMACD & Asset Inventory experience.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
• Ability to use remote desktop connectivity applications.
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Ability to provision and Support wireless devices (e.g., Blackberry, Android, and iPhone).
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency for installation of desktop software and troubleshoot.
• Working knowledge of Microsoft Active Directory and GPO.
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant, demonstrated experience with Microsoft Windows operating systems.
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite: Word, Excel, PowerPoint, Outlook configuration issues with Exchange.
• Strong client-side remote access troubleshooting skills.
• Demonstrate strong skills supporting printers in an enterprise environment.
• Advanced knowledge of client-side management tools Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools.
• Strong software installation and support skills.
• Disciplined, systematic problem-solving skills required.
• Troubleshoot and resolve End users IT issues in their PCs (Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user's environment.
• Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
• Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
• Recreate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation.
• Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.
• Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately.
• Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s).
• Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC.
• Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
• Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location.
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT.

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities