Field Support/Desktop Support

About the role

Field Support Technician needed for a contract position in Battle Creek, MI. This role requires providing on-site IT support, including hardware and software troubleshooting, IMACD services, and after-hours on-call support for critical issues.

Requirements

• Minimum 3 years of relevant experience
• A+ Hardware certification required
• Microsoft, ITIL, or CCNA certifications preferred
• Work from office daily (no WFH option)
• Ability to perform on-call support during off-office hours (5:00 PM to 8:00 AM), weekends, and public holidays for P1/P2 tickets or scheduled activities (overtime compensated)
• Ability to travel to nearby sites as needed (mileage compensated)
• Ability to move/lift/carry up to 50 lbs of weight
• Ability to safely move equipment using wheeled carts and vehicles
• Follow ESD safety precautions

Hardware Support

• PC (Desktop, Laptop)
• Tablet (Windows, Apple, Android)
• Printers (Network, Desk)
• Smart Phones
• Desk Phones
• Video Conference Rooms Devices (Audio & Video)

Tools & Technical Skills

• Windows OS, MS Office, O365
• Mac OS (preferred)
• ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
• Imaging, reimaging Windows Operating system for Desktop, Laptops
• Imaging utilities such as Ghost, SCCM
• Microsoft Active Directory and GPO
• Remote desktop connectivity applications
• Provisioning and support for wireless devices (Blackberry, Android, iPhone)
• Hard drive encryption software troubleshooting
• Systems Center Configuration Manager (SCCM)
• Ability to follow documentation and knowledge articles

Operating Systems Experience

• Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
• Servers: 2012, 2008 r2, 2008, 2003, 2000
• Apple OS X (functionally capable)

IMACD Responsibilities

Install, Move, Add, Change, Dispose (IMACD) tasks include:

• Troubleshoot and resolve end-user IT issues in PCs (Desktop, Laptop), Tablets, Mobile phones, Printers, and other IT devices
• Support installations, de-installations, cascades, moves, adds, and changes for all EUC Equipment, Software, and related Services
• Coordinate, plan, and schedule IMACDs with all affected IT functions
• Coordinate all internal and external functions to achieve high-quality execution
• Create and document processes to enable IMAC execution for each Software and/or Equipment Component
• Obtain and maintain list of individuals authorized to approve IMAC and Project IMAC Service Requests
• Receive IMACD related Service Requests from Authorized Users and validate for correctness and proper authorization
• Communicate with Authorized Users regarding issues with IMACD Service Requests and resolve or escalate appropriately
• Coordinate with designated Customer personnel or Third Parties concerning scheduling and requirements
• Conduct or confirm Site surveys to determine location(s) and special requirements
• Coordinate physical space requirements as determined during Site survey review
• Confirm availability of Equipment, Software, parts, Network, Cabling, or other necessary services
• Confirm new and/or existing Configuration of Equipment and Software
• Validate installation and/or de-installation procedures including Backup, contingency, and test procedures
• Schedule and dispatch appropriate technicians, including Third Party Vendors
• Treat every client like a VIP, strengthening relationships and engaging users
• Cancel Network Transport Services no longer required after completing the IMACD

Skills

• Excellent communication soft skills (read, write & speak)
• Strong customer service skills
• Strong troubleshooting skills
• Disciplined, systematic problem solving skills
• Strong proficiency in creating and referencing documentation and knowledge articles
• Advanced troubleshooting skills with hard drive encryption software
• Advanced level skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook configuration issues with Exchange)
• Strong client-side remote access troubleshooting skills
• Demonstrated strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools: Microsoft Active Directory, GPO, Systems Center Configuration Manager (SCCM)
• Strong software installation and support skills
• Working knowledge of Microsoft Active Directory and GPO
• Demonstrated proficiency in Microsoft OS and Microsoft application
• Demonstrated proficiency for installation of desktop software and troubleshooting
• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
• Ability to use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction
• Delivery and setup of PC equipment to end-users