On Site Support Technician

This is a proactive requirement for a global services engagement. The role is part-time, typically requiring two weeks per year (one week at a time).

About the role

The Senior On-Site Support Technician ensures proper computer operation so end users can accomplish business tasks. This includes resolving escalated help requests within established SLAs, often providing in-person, hands-on support at the desktop level.

Responsibilities

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Alert management to emerging incident trends.
• Maintain project scope, goals, and deliverables in collaboration with the team, management, and stakeholders.
• Communicate progress on task assignments and set expectations for team members and stakeholders.
• Liaise with project stakeholders on an ongoing basis.
• Assist in software releases and rollouts following Change Management best practices.
• Support purchasing for enterprise hardware and software, including purchase order creation, tracking, and goods receipt.
• Provide Level I Support during high request volumes.
• Support OSSTs through daily tasks and onboard new team members.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers and escalate problems to management when required.
• Record, track, and document the service desk request problem-solving process, including decisions and actions taken.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources to resolve problems.
• Perform hands-on fixes at the desktop level, including software/hardware installation, file backups, and system configuration.
• Install and update anti-virus software and virus definitions.
• Perform preventative maintenance, including checking and cleaning servers and client-side devices (laptops, desktops, mobile phones).
• Test and validate fixes to ensure problems are resolved.
• Perform post-resolution follow-ups with the team lead as required.
• Develop Work Instruction Packages and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assist plant automation in troubleshooting control systems, including PLCs, HMIs, servo motors, and software-driven instrumentation.
• Work with automation control networks, protocols, and legacy industrial control networks.
• Apply knowledge of the National Electrical Code and related specifications in an industrial environment.
• Prioritize safety in operational support, including Arc Flash/Shock Hazard safety, confined space entry, LOTO, hazardous materials, and hand tool safety.

Requirements

• Advanced knowledge of computer hardware, including SSDs and peripherals.
• Experience with desktop and server operating systems, including Windows 7 and Windows Server 2008 and above.
• Extensive experience supporting Microsoft Office, SAP, Altiris, and Ghost.
• Strong working knowledge of diagnostic tools like PowerShell, ALTools, and Anti-Malware tools.
• Strong knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Strong interpersonal skills for rapport-building, listening, questioning, and leadership.
• Proficiency in documentation practices.
• Fluent English; French language skills are beneficial.
• Ability to conduct research into computing issues.
• Ability to lead a team of 1-2 technicians.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with strong attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• College diploma or university degree in computer science or equivalent work experience.
• Certification in Microsoft Technology Associate – IT Infrastructure and ITIL Foundation (within 6 months).
• Certificates in basic server and network management preferred within the first year of employment.
• Experience with Active Directory, ALTools, Cisco Routers/Switches, PowerShell, SAP, or vSphere.
• Experience with TCP/IP, SCSI, RAID, or I/O topology.
• Extensive knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.
• Experience installing, configuring, and maintaining server hardware and network equipment (SCSI, RAID, I/O topology).
• Strong familiarity with TCP/IP, Cisco network protocols, firewall management, and operating system configuration.

Skills

• Desktop support
• Windows operating systems
• Customer service orientation
• Microsoft Office Suite
• Microsoft Intune and Autopilot
• ServiceNow

Pay

The pay range for this position is $28.00 - $32.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life Insurance (voluntary life and AD&D for employees and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, vacation, or sick leave)

Schedule

This is a contract, part-time position based in Mount Crawford, VA. The role is fully onsite and typically requires two weeks per year (one week at a time).