Field Services Support

About the role

This position involves providing on-site end-user computing (EUC) support at the East Flat Rock, NC location. The technician will be responsible for troubleshooting and resolving IT issues for PCs, tablets, mobile phones, printers, and other IT devices. The role requires performing Install, Move, Add, Change, and Dispose (IMACD) tasks, coordinating with various IT functions to ensure high-quality execution and minimal business disruption.

Responsibilities

• Troubleshoot and resolve end-user IT issues with PCs (Desktop, Laptop), Tablets, Mobile phones, Printers, and other IT devices in the user's environment.
• Support Installations, Moves, Adds, Changes, and Disposal (IMACDs) requirements.
• Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC Equipment, Software, and related Services at designated Customer Sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party).
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
• Create and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation.
• Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software.
• Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.
• Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately.
• Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users.
• Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s).
• Coordinate any physical space requirements as determined during the Site survey review.
• Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC.
• Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
• Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures.
• Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location.
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT.
• Cancel Network Transport Services that are no longer required after completing the IMACD.
• Use trouble ticketing system (ServiceNow) to accept assignments, document work events, complete requests and verify customer satisfaction.
• Disconnect/reconnect computer workstations, peripherals, and phone equipment.
• Image and reimage Windows Operating system for Desktops and Laptops.
• Move/lift/carry up to 50 lbs of weight.
• Safely move equipment point to point using wheeled carts and vehicles.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, and solve common issues.
• Use remote desktop connectivity applications.
• Utilize imaging utilities such as Ghost, SCCM, etc.
• Deliver and setup PC equipment to end-users.
• Provision and support wireless devices (e.g., Blackberry, Android, and iPhone).

Qualifications & Skills

• 3 years of relevant experience minimum.
• Certifications: A+ Hardware required; Microsoft, ITIL, and CCNA preferred.
• Excellent communication soft skills (read, write & speak).
• Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity (Overtime compensated).
• Willingness to travel to nearby sites as needed (Mileage compensated).
• Work from Office daily (No WFH).
• Experience with IMACD & Asset Inventory.
• Strong knowledge of hardware: PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones, Video Conference Rooms Devices (Audio & Video).
• Working knowledge of Windows OS, MS Office, O365 (Mac OS preferred).
• Experience with ServiceNow ticketing system (IM, SRM, AMDB, CMDB, Knowledge Management).
• Demonstrated proficiency in Microsoft OS and Microsoft application installation and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Strong troubleshooting skills and disciplined, systematic problem-solving skills.
• Significant experience with Microsoft Windows operating systems (Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98; Servers: 2012, 2008 r2, 2008, 2003, 2000).
• Functional capability with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite: Word, Excel, PowerPoint, Outlook configuration issues with Exchange.
• Strong client-side remote access troubleshooting skills.
• Strong skills supporting printers in an enterprise environment.
• Advanced knowledge of client-side management tools: Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles.
• Strong software installation and support skills.