Field Support/Desktop Support

About the role

Onsite contract position providing hardware and software support for end-user computing equipment at the Solvay NY location. This role is responsible for troubleshooting, IMACD tasks, and delivering white-glove service to end users.

Responsibilities

• Troubleshoot and resolve end-user IT issues for PCs (desktop, laptop), tablets, mobile phones, printers, and other IT devices
• Support Installations, Moves, Adds, Changes, and Disposal (IMACD) requirements
• Provide or oversee all 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 of IMACs, meet service levels, and minimize operational interruption
• Create and document processes to enable IMAC execution for each software and/or equipment component
• Receive IMACD-related service requests from authorized users and validate correctness and proper authorization
• Communicate with authorized users regarding any issues with IMACD requests and attempt to resolve or escalate appropriately
• Coordinate with designated customer personnel or third parties concerning scheduling and requirements to minimize impact on authorized users
• Conduct or confirm site surveys to determine IMAC location(s) and any special requirements
• Coordinate physical space requirements as determined during site survey review
• Confirm that all equipment, software, parts, network, cabling, and other necessary services will be available as scheduled
• Confirm new and/or existing configuration of equipment and software associated with performing the IMAC
• Confirm installation and/or de-installation procedures are valid, 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 relationships and engaging users who might otherwise disengage from IT
• Cancel network transport services no longer required after completing the IMACD
• Perform On-Call Support during off-office hours (5:00 PM to 8:00 AM), Saturdays, Sundays, and public holidays for P1/P2 tickets or scheduled activities (overtime provided)
• Travel to nearby sites as needed (mileage provided)
• Work from office daily (no work-from-home)
• Disconnect/reconnect computer workstations, peripherals, and phone equipment
• Image and reimage Windows operating systems for desktops and laptops
• Move, lift, and 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, and solve common issues
• Use remote desktop connectivity applications
• Use imaging utilities such as Ghost and SCCM
• Deliver and set up PC equipment to end-users
• Use trouble ticketing system (ServiceNow) to accept assignments, document work events, complete requests, and verify customer satisfaction
• Provision and support wireless devices (Blackberry, Android, iPhone)

Requirements

• Minimum 3 years relevant experience
• A+ Hardware certification required
• Microsoft certification (preferred)
• ITIL certification (preferred)
• CCNA certification (preferred)
• Excellent communication soft skills (read, write, and speak)
• Demonstrated proficiency in Microsoft OS and Microsoft applications
• Demonstrated proficiency in installation of desktop software and troubleshooting
• Working knowledge of Microsoft Active Directory and GPO
• Strong customer service skills
• Strong troubleshooting skills
• Significant demonstrated 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 Microsoft Office Suite (Word, Excel, PowerPoint) and 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
• Disciplined, systematic problem-solving skills
• Experience in IMACD tasks as described above

Tools & Systems

• Windows OS, MS Office, O365, Mac OS (preferred)
• ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
• Imaging utilities: Ghost, SCCM
• Remote desktop connectivity applications
• Microsoft Active Directory and GPO

Hardware Supported

• PC (desktop, laptop)
• Tablets (Windows, Apple, Android)
• Printers (network, desk)
• Smart phones
• Desk phones
• Video conference room devices (audio & video)