Role: Desktop Support Services Location: Troy, MI/ Baltimore, MD/ Portland, OR/ New York, NY/ Milwaukee/ Madison - Wisconsin Interview Mode: Telephonic Duration: contract to hire Travel required - 25% Local candidates OnlyJob Description:This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. "Smart Hands services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment. Inter-city as well as intra-city travel may be required. Some travel will require the use of personal vehicle. Any travel requiring a flight will have the flights pre-paid, but other expenses must be paid and claimed for reimbursement, this includes hotels, meals, mileage, other transportation and expenses. Roles & Responsibilities include (but are not limited to):
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support
Support users with Apple Mac and IOS devices
Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.
Support In-country PBX networks and PSTN interfaces
Support Hardware/Software selection and Procurement effort
Support Hardware Refresh, Redeployment and Disposal activities
Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support
Reimaging computers/hard drives in accordance with customer standards
IMACD function including installation and decommission.
Backing up and restoring settings and associated systems administration activities
Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
Categorize and prioritize end user support requests and service requests by utilizing ITSM ticketing tools such as Service Now, Client Service Center to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients users on use of hardware and software.
Recommends and / or performs upgrades on systems to ensure longevity.
Support VIPs on site, if need be
Coordinate with local cabling vendor for cabling requirements
Performs other duties as assigned
Hands on experience in field Support Services
Clients: Windows 10, Windows7, Windows XP, MAC OS X Servers: Windows 2000, Windows 2003, Windows 2008, and later
OEM Certified Technician for ordering parts through OEM and parts replacement
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Microsoft operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Basic knowledge to support Mac devices
Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
Broad experience in IT related services with basic understanding of Networks, Client Servers and Telecoms
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Ability to successfully pass a background security check
Experience including remote control of PCs and video conferencing knowledge
Handling of Tape Media and basic Back-ups loading and loading techniques
Rotational On-call for VIP support and critical incident support