Desktop Support Technician at TEKsystems

Desk Side Support

• Be responsible for IT infrastructure operations (network, workplace technologies, user & executives support, assets, incidents, office apps and systems) in the USA and Canada.

• Provide first/second/third level contact and problem resolution for customer issues.

• Provide standard and non-standard technical support to end-users in response to specific requests. Utilize established operating procedures to review and resolve end-user technology issues; troubleshoots and resolve standard and non-standard hardware and software problems as well as coordination of IT service providers when needed.

• Provide day to day on-site IT desktop support.

• Performs assigned IT project tasks (e.g. Office relocation projects, technology change and replacement, new systems roll-outs).

• Perform offices moves, and within office changes for IT related items.

• Performs general preventative maintenance tasks on computers, laptops, printers, user devices.

• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.

• Install, upgrade, support and troubleshoot for computer hardware (computers, PCs, laptops, iPads, iPhones, printers, other user devices)

• Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office, O365, and another authorized desktop application.

• Install, upgrade, support and troubleshoot MS Teams Room system as well as other conference room equipment and solutions.

• Install, upgrade, support and troubleshoot basic active network equipment, network components (including cabling and connectivity) and office IT infrastructure components.

• Work with Third Party Vendors to remediate complex Audio Video issues as needed.

• Work with Third Party Vendors to remediate complex PRINTING issues as needed.

• Execute the new user onboarding process and steps (room and connectivity preparation, devices configuration, devices handover, trainings)

• Perform end user training within desktop support domain (infrastructure, equipment, software)

• Maintain ticket updates for all reported incidents using official incident/ticket management system

• Maintain asset management database (manages and maintains local assets and configuration items in ServiceNow)

• Record other critical data and information in the standard ITIL platform (ServiceNow)

• Travel to offices/ job sites for short term project support

Skills:

Desktop, Windows 10, Customer service, Troubleshooting, Hardware, Office 365

Additional Skills & Qualifications:

Desk Side Support must meet the following PERFORMANCE MEASURES:

• Positive IT users’ satisfaction from IT support and services /measure with satisfaction surveys and or direct user feedback sessions (satisfaction on resolution & response time, attitude and quality of work)

• Positive Senior Stakeholders (C-level) satisfaction from IT support and services /measured with the direct user feedback sessions (satisfaction on resolution & response time, attitude and quality of work)

• Positive satisfaction from the project work – project tasks realization (in time, in quality)

• Response time: in general, instantaneous; not later than within 4 hours; for less critical asks - max a day; For C-level: instantaneous, max within 5-10 minutes.

• Resolution time (incl. workaround): C-level and P1: immediately; in general, up to 3 days; more complex and not critical: up to 5 days (depends on the system and severity).

• Asset management accuracy > 98% and stable (e.g. all physical assets in the system; weekly accuracy; # devices per user as per policy)

• All incidents and requests registered in a central incident management system.

• Zero tolerance for being late to support C-Level users, company Town Halls, executive, shareholders meetings (min. 30min before as a best practice)

• Comply with core working hours: 07:30-4:30 (East, USA); comply to 40h work week.

• Always in person on site at the following location: Elanco office, in 2024: Greenfield, Indiana; In 2025 & beyond: Indianapolis, Indiana.

• In case of planned NO-SHOW at work – in-advance information must be sent to all IT SiteOps team max 1 day before via email and chat.

• 2x unplanned NO-SHOW, NO-TELL may result in contract cancellation.

• Available to work off-hours and weekends when required for projects or emergency support (very rare)

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.

Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role

may include the following:  

§  Medical, dental & vision  

§  Critical Illness, Accident, and Hospital  

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available  

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents)  

§  Short and long-term disability  

§  Health Spending Account (HSA)  

§  Transportation benefits  

§  Employee Assistance Program  

§  Time Off/Leave (PTO, Vacation or Sick Leave)  

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.