DSS

ob Description:

Essential Duties and Responsibilities

· Researches, resolves and responds to complex questions received via tickets or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

· Knowledge of hardware troubleshooting, Desktop/laptop build and image

· Knowledge of basic VDI support

· Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

· May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.

· Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

· Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

· Demonstrate initiative and act independently to resolve problems.

· Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers. Not all sites require on-call participation.

· Participate in team projects as requested.

· Management of onsite AV Technical Management, including configuration & installation of AV devices

· Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer

· Coordinate with AV equipment OEMs for resolution/workarounds, when required

· Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations

· Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design

· Setup and breakdown of all onsite meetings

· Daily system testing to ensure equipment and room functionality

· Responsible for escalating all “next level” break fix issues to their manager for resolution

Skills and Abilities

• · Customer focused – Customer is #1 Attitude

• · Personal accountability for results

• · Minimum of 3 years’ technical experience in providing Deskside Support

• · PC hardware repair (Dell/Client), Windows system support, OS X Support

• · Software installation/troubleshooting

• · Performing Tech Refresh

• · Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

• · Networking

• · Asset tracking – Weekly tracking of New/Deployed Asset, Lost/Stolen Asset

• · Basic support in Video conferencing equipment

• · Must have experience in working with third party client managed mobile applications.

• · Experience in Mobile Device Management and Mobile Application Management. ( iPhone and Android )

• · Hands on Experience in server side maintenance like upgrading and patching activities.

• · Experience in working on Intune and Blackberry UEM.

• · Basic Knowledge of Network & Telephony Support

• Education / Expertise

• · Technical degree with 2 years of technical experience; or high school diploma/GED with 3 years of technical experience.

• · Minimal 3+ years of experience in hardware, software and networking implementation and troubleshooting in a Helpdesk or Deskside Support environment.

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-06397