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Form of workJob Description
Exp: 5 - 8 years
End User Computing, Servicenow, Desktop Imaging
Associate will identify, deliver, and install electronic equipment at end user desks.
They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues.
This position will also keep accurate inventory, as well as maintain a neat and orderly stock room.
They will do some light end user one on one training to help users understand and adopt technology.
They will help employees with hands on IT issues but will also have to be able to direct IT support to an internal IT support desk.
Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST). Hours may change to accommodate special company events
Use Service-Now to accept, work, and resolve incidents
Open incidents and requests in Service-Now
Communicate with internal IT employees and end users in an effective and professional manner
Be prepared to offer one on one training using already created training materials
Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash
Image laptops and desktops (Windows / Mac)
Assist with Video Conferencing setup, and troubleshooting
Desk setups, end user desk moves, and removal of electronic equipment
Strong organizational skills
Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, headsets, adapters, and printers.
Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
Must be able to move at a quick pace
Must be able to prioritize several concurrent issues to address the most urgent first
Direct end users to an internal IT support desk for any duties not described above
Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resource will occur
Assist Customer US locale facilities team with local IT related needs
Assist users based out of US locale with their local IT related needs. Ex. Shipping of laptops, accessories etc.
Must be proficient in assisting customers users with their technical needs with the following devices: with laptop, desktop, desk phones, headsets, mouse, keyboard, mobile devices (iOS, Android), printing, faxing, scanning
Alert (when applicable) IT management of IT issues that may be developing in US office or global IT system. Ex: SSO is down, or no one can print in US office.
Prioritize the needs of VIP members
Shadow and familiarize with white glove
