IT Desktop Support

Overview

Client is seeking a Corporate Field Services Technician to provide onsite technical support for computer systems, software, hardware, and infrastructure at a manufacturing facility in Canton, NY. This role supports incoming service requests and incidents in person and, at times, remotely. The technician will troubleshoot, resolve, or accurately route tickets according to documented processes, with a focus on restoring service.

Core Responsibilities

• Provide onsite and remote technical assistance for end-user computer systems, software, hardware, and infrastructure.
• Respond to incoming service requests and incidents using documented service management processes.
• Identify, diagnose, resolve, or route tickets accurately based on issue type and priority.
• Support Active Directory administration.
• Provide limited support for corporate mobile devices.
• Troubleshoot Cisco VPN and Citrix connectivity issues.
• Support cloud applications such as OneDrive and Office365.
• Remediate Symantec Endpoint Protection issues.
• Use Dameware for remote connection and support.
• Use Altiris Deployment Server for deployment-related tasks.
• Perform asset management activities.
• Support Microsoft Edge and other browsers.
• Install and configure Adobe products.
• Install and configure Check Point endpoint client software.
• Support conference room equipment.
• Troubleshoot and install printers and drivers.
• Use ServiceNow for ticket tracking and service management.
• Support Cisco WebEx services.
• Deploy and configure standard IP telephony.
• Order and deploy hardware.
• Support documentation, knowledge base usage, project interaction, customer scheduling, and follow-ups.
• Perform end-user equipment moves, including disconnect and reconnect tasks.
• Participate in multi-team technical discussions as needed.
• Perform standard device imaging using USB and PXE servers.
• Provide smart-hands support outside of standard operational work.

Essential Qualifications, Skills, and Technologies

• US Citizenship required due to DOD compliance requirements.
• Hardware experience beyond imaging and deployment.
• Experience supporting Microsoft-based applications.
• Experience with Windows 7/10.
• Experience with MS Office suites, including 2010, 2013, 2016, and O365.
• Experience with Active Directory administration.
• Experience troubleshooting hardware, software, connectivity, and infrastructure issues.
• Ability to support users in person at a manufacturing facility.
• Ability to follow documented processes, service management principles, SLAs, and team guidelines.
• Ability to provide professional customer service to end users, team members, managers, and subject matter experts.
• Strong communication, organization, multitasking, and follow-up skills.

Preferred Skills or Experience

• Associate degree or 3-5 years of IT experience.
• CompTIA IT Fundamentals.
• CompTIA A+.
• CompTIA Cloud+.
• CompTIA Mobility+.
• CompTIA Network+.
• CompTIA Server+.
• Experience with OneDrive, Office365, Cisco VPN, Citrix, Symantec Endpoint Protection, Dameware, Altiris Deployment Server, ServiceNow, Cisco WebEx, IP telephony, printers, conference room equipment, and endpoint client software.

Work Details

• Onsite role in Canton, NY.
• One-year anticipated assignment.
• Possibility of extension based on demand.
• Requires availability for 24/7 on-call coverage.
• Initial assignment location is subject to change based on Field Services needs.
• Light travel may be required for event support and/or remote site support.