Deskside Support Technician
Shift requirements: Saturday & Sunday 6:00 am to 2:30 pm, Monday-Wednesday, 7:30 am - 4:00 pm
Provide desk side support (Level 2) to all internal users
-Provide second level support to resolve problems escalated by the Service Desk or Client IT management.
-Provide timely follow-up and status to end users/Service Desk on incidents not resolved immediately.
-Escalate and manage service requests according to defined policies and procedures.
-Perform trouble resolution, break/fix, desk-side support, hardware/connectivity support, and upgrades on installed equipment.
-Repair, service and install desktops, printers, laptops and other peripherals utilized and supported within the Client facility, as well as repair, service and install approved and tested software packages on Client equipment.
-Support non-standard hardware equipment and software packages on a best-effort basis.
-Coordinate with Client applicable groups to schedule and coordinate all IMAC activity.
-Perform required hardware repair and software support on all supported systems or work with appropriate warranty vendor.
-As required, install devices with operating system, software load and configuration
-Use ticket data to determine what incidents can be resolved earlier in the process.
-Exhibits regular, reliable, punctual and predictable attendance
location: New Albany, Ohio
job type: Contract
salary: $19 - 21 per hour
work hours: 7am to 3pm
Conforms with and abides by all clients and Randstad's regulations, policies, work procedures, instruction, and all health and safety rules.
-Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
-Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
-Use Service Now incident logging system to maintain incidents and requests through the complete ticket life cycle.
-Use Service Now logging system to maintain projects and time reporting
Document, track, and troubleshoot incidents to agreed service standards and service levels.
-Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
-Develop and maintain system documentation, administrative and user guides
Assist in conducting end-user orientation and training for new hires.
-Administer user accounts, distribution groups, and security groups in Active Directory.
-Participate in rotate shifts/work alternative shifts, on call and weekends when needed in order to support expected coverage production environment
-Escalate to operations, solutions, infrastructure engineering or appropriate resolver team when assistance as needed
-Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
-Process equipment and software requests and record asset information
In the Hardware/ software lifecycle management system
-Perform request fulfillment of moves & staff equipment changes at each location
-Assist with regression testing of supported software through OS Patches and Upgrades
-Push and install workstation and third party patches
-Provide Windows OS, MAC OS, Mobile OS support
Required/Desired Skills - Years of Experience Needed:
-Education: BS/BA degree preferred
Preferred Certifications: CompTIA A+ certified, HDI certified
3+ years' experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
skills: Working knowledge and experience with most of the following:
-Experienced in an Windows OS Environment
-Active Directory Experience
-MAC OS Support experience
-Support experience in an Cisco environment
-Support of- Dell Devices ( Laptops & Desktops)
-Experience with Tablet Support
-Proficient with Microsoft Windows OS, Office 365 Suite, Outlook, Active Directory
-Familiarity with PC support tools and software
-Ability to work independently
-Self-starter, strong organizational skills and ability to prioritize workload
-Strong oral and written communications skills
-Ability to lift and install PCs, printers, etc. (up to 50 pounds)
-Ability to maintain flexible work schedule
-Experience using incident management (Service Now) and knowledge base system
-Experience supporting AV equipment is highly desirable
-Experience using remote diagnostic tools for problem identification and resolution
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.