Day to Day Work:
Deskside support of desktops and laptops. Primarily Dell and Client in Windows 7 and 10 environment
Break/fix is not in scope, systems are typically under manufacture warranty for hardware issues.
IMACD and projects. Department moves, software rollout install and support
Some Tablet and or Smart phone support for ActiveSync email setup/support
Available for on-call rotation.
Remediation of COTS applications, OS, network connectivity issues, VPN, Print configuration.
Work with various assignment groups to work issues to resolution
Image systems using SCCM following established processes.
Encrypt systems with Bitlocker.
Assure Antivirus (SEP) installed and functioning
Maintain inventory using Asset Track in conjunction with tickets and quarterly audit cycles.
Respond to incidents and requests based on priority and urgency completing within SLA
Communicate with SDC regarding any ticket issues, escalations, routing, availability
Escalate issues to lead technician and/or CSM as needed to avoid issues becoming larger escalations.
Maintain ticket closure rate of six calls per day.
Keep associates(end users) up-to-date on actions and ETA.
Maintaining accurate and up-to-date notes in tickets.
Properly categorize tickets and provide detailed documentation in ticketing system (ServiceNow)
Timely completion of timesheets and expense reports.
Timely completion of required client training
What are the top 3-5 skills/experiences youll be looking for on candidates resumes?
Customer Interaction, Advanced VIP experience preferred, excellent customer skills required
Data Networks, Experienced
Windows 10 and 7, Experienced
Business casual dress code, professional appearance
Able to unbox/relocate systems/monitors/devices for IMACD activity