Site Support Technician - TEKsystems

Top Skills' Details

Desktop Support

Dell PC Break/fix

Video Conferencing

Secondary Skills - Nice to Haves

• Video Conferencing
• customer service oriented
• Microsoft office
• Windows 10

• PC Support

o Deliverables

• Monitor track all Incidents across all SNOW queues for North America.

• Diagnose and resolve incidents using documented procedures to perform responsibilities

• Monday – Friday 8 hour day onsite technical support (On-call and off hours when needed) may have some remote days

• New hire hardware setup and implementation

• Test assets to ensure proper functionality

• Install, repair, and conduct preventative maintenance of all laptops and desktops across North America

• Dell warranty management\coordinating with Dell for replacement hardware

• Asset Management

o Objective: To monitor and manage assets (laptops, printers and peripherals) that support day to day operations supporting NA SITS sites.

o Deliverables

 Inventory of Windows based assets and peripherals

• Updating Hardware Asset Management

• Windows based assets

• Depot - Per Segment/Site asset tracking

 Assigning (profile & imaging)

• Replacement (End of Life)

• Break/Fix – asset needs repairing based on warranty status

• New Hire and Business segment moves

 Shipping and Delivery – New Hires, Replacements, Segment moves, Leavers (Exited employees) , Inactive asset support

 Reporting – standard In/Out stock inventory status of replacement and Depot asset inventory

 Disposal of Hardware management

• PC Lifecycle

• Procurement through disposal

• Expectation that refresh is included in this

• Software Support and Installation

• OS Imaging on computers

• Deployment of software through automated tools and manual installs

• Install and test desktop software applications and internet browsers.

• iOS system and mobile app support

• Procurement/installation of approved software

• Audio/Visual Support

• Maintenance and Testing of windows-based systems

• Trouble shooting issues or re-imaging windows-based systems if needed

• Training users on scheduling meetings and conference room software/hardware.

• Executive full meeting support

• Quality Control / Conference room Health Checks

• Coordinate 3rd party Vendor for updating conference room AV equipment

• Coordinate 3rd party Vendor for conference room installation of AV equipment

• Coordinate 3rd party Vendor warranty work of installed AV systems

• Providing live support for townhall conferences

• Troubleshooting wall mounted EVOKOS

• Network Infrastructure Support

Server Hardware Support Replacements

• Procure HDD replacement and install for servers per request/coordination of server team.

• Procure servers, rack and stack per request/coordination of server team.

• Smart Hands Support

• Depot Services

• OS Imaging and software installation

• Delivery of hardware and peripherals to customer

• Advanced replacement of hardware components to resolve break/fix incidents escalated to the Depot support queue.

• Coordinated refresh/replacement for users

• Managed of assets of several segments for above purposes.

• 3rd Party Coordination

o Vendor/partners

• Digital Genius Sessions

• MS Teams

• Support definition

• Project Support

o Objective: To successful provide project management support for out of scope operations request including:

 overseeing the successful completion of projects

 setting targets for milestones, adhering to deadlines and allocating resources

 Make effective suggestions when presented with multiple options for how to progress with the project

 Managing end to end operations

o Aim & Purpose – To provide support to IT projects and special request that do not fall under the daily operations support structure. Manage the end-to-end process and procedures completing the requirements on-time, within the budget and for the purpose of creating a better customer experience.

o Benefits Identifications –

 Collaboration Improvement

 Improves Productivity and Reduces Workload

 Performance management

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.