Desk Side Services

Role: Desktop engineer

location: East Peoria, IL (Onsite)

Job Description (Posting).

Delivering high quality technical service, promote values in technology and provide effective services to the Business Key Dimensions of the role Department/function Global Infrastructure Services Direct reports None Reporting Manager Field Services Lead Designation Field Services Analyst Role Summary: This position assists customers, end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment. Primary Responsibilities: Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams, etc.). Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal. Addressing user s tickets regarding hardware, software, and networking Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management. Performing end user device imaging, deployment, installation, and collection; along with the moving of any equipment from one location to another, while adhering to customer standards. Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices. Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service. As onsite Smart Hands support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed. Assisting with Hardware/Software asset inventory Management, including hardware disposals. Support In-country/site PBX networks and PSTN interfaces. Assisting with special projects. Performing other duties as assigned. Desired Skills and Experience Core competencies, knowledge, and experience: At least 3 years hands on experience in Field Support Services. Strong customer service skills Strong written and verbal communication skills Must be detail oriented and self-motivating Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Clients: Windows 10, Windows7, Windows XP, IOS Servers: Windows 2003, Windows 2008, Windows 2013 Strong Microsoft Office skills (Outlook, Word, and Excel) Strong Microsoft operating System
East Peoria, IL