Deskside Technician

Job Title: Deskside Services L2

Location: Omaha, NE USA

Duration: Long Term Contract

Required: Windows, Mac, office, laptop, desktop, Troubleshooting and using a ticketing system

Scope of Work:

Field Services are the services and activities, as detailed in this section, required to support the end user IT-related service requests and incidents originating from Customer end users. Any smart hands/eyes tasks that the Customer’s field services team is performing as of the Effective Date will be provided by the Supplier.

Supplier’s responsibilities will include the following:

Field Services support will cover both Microsoft/Windows and Apple/Mac OS platforms.

Provide onsite or depot support or dispatch support specialists as necessary to provide Customer end users with operational and technical support and to meet Service Levels.

Coordinate activities with the Service Desk and provide Level 2 and Level 3 support to the Service Desk and/or Customer end users as necessary.

Dispatch and monitor break/fix repairs with respect to all end-user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, smart hand support for audio/visual and conference equipment and systems) (collectively, “End User Devices”);

Perform approved Install, Move, Add, Change, and Delete (IMACD) Services for End User Devices

Resolve Incidents and Problems associated with End User Devices and provide break/fix support, advice, and assistance to Customer end users. Supplier shall be ultimately responsible for resolving and/or coordinating with OEMs or third parties for all Incidents and Problems associated with failure or degradation of Services related to End User Devices.

Work with Customers OEM vendors and MPS (Managed Print Services) providers, co-ordinate for issue resolution.

Provide MAC PC support.

Provide initial troubleshooting support for mobile phones, AV (Audio Video) devices and videoconferencing equipment before escalating ticket for vendor resolution.

Coordinate efforts with third party vendors providing service and maintenance as necessary to keep End User Devices in good working order.

Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and commercially reasonable efforts to prevent them before they occur. Checklist of these activities will be documented in runbooks along with frequency of the checks and outcome.

Identify the scope of an Incident or a Problem and remedy the Incident or Problem, by providing operational and technical assistance, as necessary.

In the event that Supplier is required to replace desktops/laptops to conduct a repair, copy data, perform backups, perform restorations, the Supplier shall identify existing Software installed. The Break/Fix process for Equipment shall leave the end-user with the same information/Configuration/Software that they had prior to the event as technically feasible.

Assist Customer end users with support to enable the correct use of End User Devices, as well as access to and use of related technologies and Services.

When Customer end users are connected (or attempting to connect) to the Customer network, coordinate activities with other Supplier Personnel and third-party vendors in order to fulfill the following responsibilities:

To enable Customer end users to have access to the network print, defined drives and file Services and their associated applications as identified by Customer.

Support Tech café(s) (“Tech café”) as per

VIP desk-side support for Customer VIPs in the sites specified as ‘VIP support’.