What are the responsibilities and job description for the IT Desktop Support position at TalentBurst, Inc.?
Job Title : IT Desktop Support
Location : Harrodsburg, KY
Duration : 12 Months
Schedule : M-F, 8am - 5pm
Job Description :
First Round : Phone Interview
Second Round : Onsite Interview
We prefer candidates with :
- Associate's Degree (minimum)
- 1-3 years IT experience
- Hardware Experience (beyond imaging / deployment)
Preferred Certifications :
The Corporate Field Services Technician will provide technical assistance and support for incoming service requests / incidents related to computer systems, software, hardware and infrastructure both in-person and (at times) remotely at a manufacturing facility. This position requires the candidate to be available for on call 24 / 7 coverage on a rotational basis. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7 / 10 and MS Office suites (2010 / 2013 / 2016 / O365). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
Daily tasks include (but are not limited to) :
o Active Directory Administration
o Limited support for corporate mobile devices
o Familiarity with cloud applications (OneDrive, Office365, etc.)
o Troubleshooting Cisco VPN connectivity
o Familiarity supporting Citrix connectivity
o Dameware remote connection / utilization
o Altiris Deployment server utilization
o Asset management skills
o Microsoft Edge and various browser(s) support
o Installation / configuration of various Adobe products
o Installation / configuration of Check Point endpoint client software
o Conference Room equipment
o Printer / driver troubleshooting & installation
o ServiceNow utilization
o Microsoft Teams support
o Deployment / configuration of standard IP telephony
o Hardware ordering / deployment
Additional responsibilities may include :
o Documentation (records) management
o Knowledge base utilization
o Project interaction
o Customer scheduling / follow-ups
o End user equipment moves (disconnect / reconnect)
o Multi-team interaction and / or technical roundtable participation
o Standard device imaging via USB / PXE server(s)
o Smart-Hands tasks / functions outside of standard operational work
Performance is measured on a variety of key performance indicators, priority matrix comprehension / adherence, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. The Corporate Field Services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, prompt time-to-resolution / fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
The role may require some light travel as needed for event support and / or remote sites with customers needing assistance.
The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization after a period of 1.5 to 2 years in the Field Services role.
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