What are the responsibilities and job description for the FSO Technician/IT Desktop Support position at Ehub Global Inc?
Job Title : FSO Technician
Location : Pleasant Prairie, WI
Mode : Contract
Job Description :
Relevant Experience : 3 Years minimum
Certification : A Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)
Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,
Video Conference Rooms Devices (Audio & Video)
Tools : Windows OS, MS Office, O365, Mac OS (preferred)
Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
Others : Excellent Communication – soft skills (read, write & speak)
The Technician need to have experience in IMACD tasks listed below
IMACD = Install Move Add Change Dispose )
- Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user’s environment
- Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
- Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;
- Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and
- Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
- Recrate and document the processes to enable IMAC execution for each Software and / or Equipment Component, and obtain Customer's approval for such processes and documentation;
- Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;
