Senior Desktop Support

This position is for a Senior Level Technician that will travel between sites for a high end retailer.

The purpose of this position is to provide day-to-day efficient and effective resolution to the customers as a Sr. Deskside Technician. They will ensure customer requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion. While managing the team and several sites you will need to travel between as needed.

This role is an in person, remote and requires some travel to other retail locations. Parking is reimbursed.

Job Responsibilities:

Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.

• Deliver white glove service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
• Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
• Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.
• Take Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.
• Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.
• Follow all Safety requirements and complete the client specific safety training
• Monitor/Work in Ticket Queue while meeting SLA
• Walk-Up Service (creating a ticket for every Walk-Up encountered)
• Shipping and receiving of equipment
• Break Fix Orders (Non-Warranty and Warranty)

• Check out loaner laptops using site-specific processes if applicable
• Conference Room Support, AV Support/Zoom/Teams Support
• Mobile Device deployment and support
• Parts Closet maintenance & audits
• Printer break/fix and set up configuration
• Toner maintenance (where applicable)
• Network drops and set up
• Setup VOIP phones
• Adherence to and continuous update of deployment documentation and checklist
• Participate in meetings with client IT Site Coordinators and others as needed
• Supporting IT equipment in large corporate environment
• Provide Executive support to customer VIP's
• Travel with VIP for major events/conferences as required
• Desktop/laptop tech support (Mac and PC)
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• Inventory management of IT assets including asset auditing
• Research and troubleshoot problems
• Maintain system configurations
• Maintain and updated support documentation

• Ability to research and follow appropriate Knowledge Base articles
• Remote support as needed
• Backup, restoration, and migration of user data
• Printer and peripheral device support
• Work on-call and provide other after-hours support based on customer needs
• Provide support at other client locations as needed

Knowledge of the following tools and technologies:

• Remote Management/endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch)
• Two-factor Authentication (i.e. inWebo, OKTA)
• Active Directory: Users & computers administration
• Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS
• Bitlocker & TPM
• Pulse Secure
• Zoom - User administration, Room setup, User guidance
• Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi
• Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Advanced Windows, O365, collaboration tools

Requirements:

• Experience supporting remote facilities and users.

• Excellent verbal and written communication skills.
• High level of professionalism and strong personal interaction skills.
• Ability to perform in-depth research and troubleshooting for complex technical issues.
• Ability to prioritize and complete all work tasks with minimal supervision.
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.
• Proven ability to handle challenging, rapid-response user support.
• Proven ability to balance, prioritize and organize multiple tasks.
• Valid driver's license

Desired Characteristics:

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations

Job Type: Contract

Pay: $35.00 - $40.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person