NC Desktop Support - Resource Logistics, Inc.

Tile : Deskside Technician

Location : Charlotte, NC (onsite)

Rate :$21/hr. on W2 (No Benefits)

Job Description

As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

" Manage a team of 25-30 technicians across locations

" Manage the reporting of SLAs, Adherence of SLA and contract

" Manage shift and shift planning including on call roster

" Manage Resource productivity

" Enable the team with training and development

" Ensure security compliance

" Ensure sufficient inventory level is managed across locations

" Ensure all service request and incidents are resolved before agreed service levels

" Plan and execute any move request or project work

" Lead the team by providing technical and process assistance to below activities

" Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

" Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks

" Perform onsite updates, Configuration changes, or Software installations.

" Provide onsite technical assistance to end users by visiting their desk location

" Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

" Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

" Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

" Perform end-user support related security and controls and compliance related tasks such as

" Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

" Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

" Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

" Provide IT support for disaster recovery and im,te response in the event of emergency situations at local sites.

" Provide On-call support if required outside business hours on a rotational basis