ISM Technician -Boston- Massachusetts

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Overview
“Infrastructure Service Management” provides support and management of all desktop
assets including End User technology, voice equipment, mobile
phones, and desktop peripherals in accordance with policies as
specified in the PPM. ISM is the primary point of contact for corporate
services (e.g., building and move management, and facilities management) move
projects as well as the escalation point for any IMAC related activities in region.
Technology Data Bearing Assets (DBAs) are defined as technology assets that store
data persistently, as an intended purpose, or have residual data stored as a result of the
intended purpose. ISM relies on a regional team whose role description includes
receiving, building, configuring, installing, moving, repairing, and decommissioning
desktop assets. The ISM team is also responsible for inventory management. The ISM
team provides procedural support to ensure projects are executed in accordance with
established operating instructions.

Key Responsibilities:

• Hardware inventory management ensuring stock levels are constantly monitored.
• Hardware request and receipt through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual power down – post desk checkouts (PC/monitors/mouse
• keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports business moves / changes – ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of temporary training rooms / office wide events – expos.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to.
  All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets
  defined within SLA’s/OLA’s.
• Demonstrate high levels of customer care behaviors at all times and adopt an
  approach that shows consistent commitment to providing a customer focused quality
  service.
• Work across lines of service to ensure a coordinated approach to providing support for
  the customer.
• Actively participate in a program of continuous service improvement taking ownership
  of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded
  employees.
• Evaluate user requests and requirements and recommend effective technological
  solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and
  peripherals.
• Will be required to work outside Business Hours and participate in additional weekend
  work.
• Image/re-image computers, configure IP, phones and mobile phones.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com