Field Services Operations

Covington, VA

Instant Apply

30+ days ago

Job Description

Title:Field Services Operations
Location:
Covington (VA) 163986
Atlanta (GA) 163984
Holland (MI) 163981
Mahrt (AL) 163977
Greensboro (NC) 163975

Relevant Experience : 3 Years minimum
Certification : A+ Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)
Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,
Video Conference Rooms Devices (Audio & Video)
Tools : Windows OS, MS Office, O365, Mac OS (preferred)
Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
Others : Excellent Communication soft skills (read, write & speak)

Skillset

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. (Overtime will be taken care).
Travel to the Near By Site in case of a need (Mileage will be taken care).
Work from Office on Daily (No WFH)
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 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
Working knowledge of imaging utilities such as Ghost, SCCM, etc
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 application.
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
- Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
- Servers: 2012, 2008 r2, 2008, 2003, 2000
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

The Technician need to have experience in IMACD tasks listed below
(IMACD = Install Move Add Change Dispose )

Troubleshoot and resolve End users IT issues in their PCs (Desktop, 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 (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and
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.
Recrate 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;
Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;
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;
Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;
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);
Coordinate any physical space requirements as determined during the Site survey review;
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.
Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;
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
Cancel Network Transport Services that are no longer required after completing the IMACD

Numbers & Facts

Location

Covington, VA

Skills

Androidunmatched
Appleunmatched
Apple iMacunmatched
Apple iPhoneunmatched
Audiovisualunmatched
Blackberryunmatched
CCNA - Cisco Certified Network Associateunmatched
Calendar Managementunmatched
Cellular Telephoneunmatched
Communication Skillsunmatched
CompTIA A+unmatched
Computer Workstationsunmatched
Customer Retention/Renewalunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Desktop PCunmatched
Documentationunmatched
Encryption Softwareunmatched
Hard Drivesunmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Knowledge Managementunmatched
Laptop PCunmatched
Lift/Move 50 Poundsunmatched
Mac Operating Systemunmatched
Mac Operating System X (OS X)unmatched
Maintenance Servicesunmatched
Microsoft Active Directoryunmatched
Microsoft Excelunmatched
Microsoft Exchange Server Administrationunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft PowerPointunmatched
Microsoft Product Familyunmatched
Microsoft Windows NT Group Policyunmatched
Microsoft Windows Operating Systemunmatched
Microsoft Wordunmatched
Network Cableunmatched
Norton Ghostunmatched
On Callunmatched
On Site Supportunmatched
Operating Systemsunmatched
Peripheral Hardwareunmatched
Printersunmatched
Problem Solving Skillsunmatched
Purchasing/Procurementunmatched
Remote Accessunmatched
Resolve Customer Issuesunmatched
ServiceNowunmatched
Software Administrationunmatched
Software Installationunmatched
Supplier Relationship Management (SRM)unmatched
System Center Configuration Manager (SCCM)unmatched
Testingunmatched
Trouble Ticketsunmatched
Videoconferencingunmatched
Willing to Travelunmatched
Wireless Communicationsunmatched
Work From Homeunmatched

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