Deployment Technical Analyst

Deployment Technical Analyst

Primary Responsibilities

• Image desktop and laptop PCs using SCCM
• Contact users to schedule refresh appointments
• Work with end-users to configure OneDrive and back-up data
• Work with end-users to obtain application list
• Install and configure needed applications either in SCCM or by hand
• Recover/restore user data to new machines
• Ship and receive new/replacement equipment to users.
• Create and work Service Desk Deployment tickets in SCSM (Service Desk tool) through final resolution.
• Review Service Desk Deployment email account
• Remote into or physically visit user machines as appropriate for troubleshooting, etc.
• Work with the rest of IT (app teams, server, network, user provisioning, etc.) to escalate & resolve incidents or service requests.
• Manage entire lifecycle of PC equipment (laptops & desktops) including proactive refreshes at End of Lease (or life), maintaining appropriate inventory levels for customer demand through disposal or return of retired PC equipment.
• Understand and follow all Company Security policies & practices and communicate any questionable activity that may arise.
• Reset passwords for users as necessary after validating proper credentials.
• Be available on call 24/7 on a rotating basis to carry the on-call cell phone as needed and resolve or escalate critical issues off-hours.
  

Additional responsibilities may also include-

• Be available in the agent call queue to the Service Desk number as needed.
• On-boarding new employee
• master copy' of employee phone list is updated.
• Support site manufacturing operational needs

Job Requirements

• College Degree preferred. Equivalent experience, education and/or certifications may be considered in lieu of Bachelors.
• Thorough knowledge of Win 10 and imaging processes
• Must demonstrate excellent customer service skills.

• Minimum of 1-3 years' experience within PC deployment or technical support Service Desk.
• Able to log, update, and record detailed tracking records.
• Ability to work closely with others in a team environment.
• Ability to communicate well with all levels of the organization; will communicate directly with (HM) daily/weekly to keep apprised of progress or roadblocks/concerns.
• Minimal physical requirements necessary but must be able to visit customer desks in an office and plant environment with proper safety precautions and using provided PPE. Must be able to lift ~ 40lbs on occasion.
  

Assets that would be Beneficial for the position

• Able to work alone with minimal supervision.
• Familiarity with using Microsoft SCSM and O365
• Self-motivated and self-starter

• Understanding of Asset Management and PC lifecycle management
• Understanding of MS Excel (this does not require v-lookups, it is for tracking purposes)
• Familiar with set up and deployment of Apple MacBooks
• Familiarity with troubleshooting networking equipment and TCP/IP.

• Dell certified.
• Able to work on printer and computer hardware and software.
• SCCM in-depth knowledge
• Thorough knowledge of ITIL processes