Deskside Support Technician Level 2

Role: DESKSIDE SUPPORT TECHNICIAN LEVEL 2

Location: Day 1 Onsite: Hebron KY 41048

Contract

Shift : Must be flexible and able to work a 9-hour day shift with 1 hour break starting between the hours 5:00Am - 7:00Pm and work weekends on a rotation.

Mandatory Qualifications:
1. Deskside Support
2. Hand scanners/printers
3. SCCM
4. Client facing experience
Job summary
Field Service Deskside engineers provide Level 2 support for the desktop environment including responsibility for deployment of Desktop/Laptop and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling
RESPONSIBILITIES
• Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling
• May require climbing ladders or using lifts
• May require rotating shift work
• On-Call is required (rotating basis)
EXPERIENCE AND KNOWLEDGE
• Minimum 2-3 years of experience providing IT support services required, end user support experience preferred
• Experience in factory/manufacturing environment desirable
• Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
• Basic understanding of SCCM client troubleshooting
• Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
• Extensive knowledge Windows OS and related configuration.
• Basic knowledge of Servers, Switches, Routers, and Data Center related HW
• Basic knowledge of Backup technologies
• Ability to work in a team-oriented multi tower and vendor environments.