What are the responsibilities and job description for the Onsite Desktop/End User Support position at F2OnSite?
Desktop Support Technician
Contract to Hire Opportunity
Shift - M-F from 9a-6pm.
This is a warehouse environment; the job is indoors, although it can get quite warm in the summer.
While on the production floor, the technician will have to wear safety shoes and a high-visibility vest.
The technician will average 6,000-7,000 steps per day.
Operational overtime is rarely required at this facility. However, overtime may be required once or twice a month to address changes to the IT environment and can usually be flexibly scheduled for non-operational hours at night or on the weekends.
The equipment supported on the warehouse floor is Windows-based desktops, laptops, cart-mounted and handheld terminals(tablets), and hand-or glove-mounted scanners.
The technician may be required from time to time to change cart batteries which are about the size and weight of a car battery (~30lbs) and maintain the charging system for those batteries.
The office environment is Windows-based laptops and Canon / Uniflow Printers.
The technician will be trained in using and supporting the warehouse management system(WMS) and associated equipment. Prior experience with WMS or AS / 400 systems is not required.
Additional Responsibilities
The technician must be able to support these additional facilities located in the Phoenix metro area as required.
The Phoenix Service Training Facility - The equipment in this facility is Windows based laptops and Canon / Uniflow printers. Frequency : 1-2 times per year
Client Data Center in downtown Phoenix. The tech may be required to support Windows based laptops and Canon / Uniflow printers and Conference Room A / V Systems at this location. Frequency : 1-2 times per year
TheClient's Arizona Proving Grounds in Whittman, AZ. This facility is approximately 55 miles from downtown Phoenix. The equipment here is Windows based laptops / desktops and Canon / Uniflow printers. Frequency : Once per year
General Job Description
The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.
Qualifications / Responsibilities
Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.
Provide support to client identified VIPs
Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
Perform Install / Move / Add or Change (IMAC) activities.
Perform all assigned desk-side support activities
Display outstanding technical and professional services skills at all times
Meet - established customer service satisfaction levels and other operational / customer service metrics as outlined in established guidelines
Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
Understands and follows all documented service operations policies and procedures.
Other duties or certifications may be assigned to meet business needs
Education and Experience :
Typically requires technical school certification or equivalent of 2-3 years of relevant experience
Certifications and / or Qualifications :
Maintain all required OEM Certifications as directed by Management
Knowledge of relevant software and hardware systems
Understanding of ITIL methodologies
A certification is desired
May require additional customer-specific certifications or training as required
Skills :
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Ability to follow instructions and processes with minimal instruction
Ability to lift and or move various computer equipment up to 50 lbs.
Must own a basic repair kit
Additional Information
All candidates are encouraged to apply, but many positions require a strict drug and background check by our customers.
F2OnSite supports and adheres to all state laws regarding background checks.
This position requires specific work hours to be adhered to. Typically the work hours are not flexible, so you must be able available to work during those hours.
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