What are the responsibilities and job description for the Desktop SupportWorkstation Engineer position at I.T. Solutions, Inc.?
Description :
Our mission is to impact the lives of the world’s one billion adult smokers by eliminating combustible cigarettes. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.
We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career at one of the fastest growing companies is compelling, read on for more details.
Required Skills :
ROLE AND RESPONSIBILITIES :
The End User Computing Technician is an on-site hands-on position responsible for equipment deployment and supporting the end user experience.
In this role, you will have experience supporting MacOS, iOS, Windows operating systems. You will provide quality day-to-day hands on and remote end user support with a high degree of customer satisfaction and technical expertise. You will troubleshoot easy to complex end user hardware, software, mobile device, peripheral issues, audio-visual, teleconferencing, license management and access control cases.
You will partner with HR, IT Ops, Facilities, and Legal departments to coordinate and track new hires as part of the onboarding process or monitor, receive, and check in all returning assets as part of the offboarding hardware lifecycle. You will also perform break-fixes, swaps, upgrades, refreshes, and repairs as part of the hardware lifecycle.
You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, audio visual, teleconferencing and network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of the end user to the appropriate technical personnel. You will provide case status updates to management and end-users and maintain effective working relationships.
This role is to be completed on-site at our offices in Durham, NC.
Essential Duties and Functions :
- Work as part of the IT support team to image, deploy, troubleshoot, organize, maintain, and categorize end user hardware in support of identified business needs
- Resolve service requests in form of incident or requests tickets meeting or exceeding SLA
- Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all hardware and software to ensure optimal mobile or workstation performance
- Execute the onboarding and offboarding process including imaging, deployment, equipment returns and replacements
- Collaborate in the hire process from account creation through machine deployment including shipment tracking and coordinating with HR
- Maintain an accurate inventory of all unassigned, deployed, retired, and disposed hardware and peripherals
- Track, organize, and backup assets as needed for Legal Hold
- Manage end user equipment set-up, configuration and deployment leveraging Jamf and other MDM tools as defined by Juul
- Work on break-fixes, swaps, and accessories and equipment deployment
- Partner with the Global Logistics team to deploy and track international shipments while following and maintaining best practices
- Partner with the Global AV support team to support and maintain audio-visual equipment, and coordinate with third party vendors and teams for the resolution of escalated tickets in connection with the AV infrastructure operation.
- Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing / scanning devices, software, and other products to deliver required desktop service levels
- Participate in root cause analysis on recurring tickets and identify opportunities for automated remediation
- Provide basic business level application support
- Participate in special projects related to the IT function
- Build or expand Confluence documentation to drive efficiency and standardize best practices
- Perform other duties as assigned
Required Years of Experience :
5 years
Additional Information :
PERSONAL AND PROFESSIONAL QUALIFICATIONS :
Competencies :
o Planning / organizing—the individual prioritizes and plans work activities and uses time efficiently.
o Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
o Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
o Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
o Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
o Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
o Adaptability—the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
o Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.
I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
