Description:
Problem solving is a key component of the role; the incumbent must be able to identify and understand the problem then determine the best way to discover, implement and test the solution to ensure complete and proper resolution. Common problems that will arise include failed end user hardware, local user software errors, single user virus incident remediation
What will you do?
- Provide Level 2 On-Site Support for all reported end user related incidents. The incumbent will further diagnose a client-reported problem associated with End User Computing services (desktop, laptop, printer, peripherals, enterprise applications) that has been escalated from Level 1 (Service Desk/Front Line Technical Support), delivering prompt follow-up and updates for incident tickets
- Provide inventory control and lifecycle asset management for end user computing devices. The incumbent will be required to effectively manage inventory control system, participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
- Execute PC refresh strategy. The incumbent will organize desktop and notebook hardware refresh activity for end users and execute these refreshes in accordance with pre-determined timeline. This requires coordinating and scheduling the refresh work activity to meet end user availability, and following established procedures for hardware device refresh to include configuration of standard desktops/notebooks and peripherals.
- Execute PC refresh strategy. The incumbent will organize desktop and notebook hardware refresh activity for end users and execute these refreshes in accordance with pre-determined schedule. This requires coordinating and scheduling the refresh work activity to meet end user availability, and following established procedures for hardware device refresh. This includes configuration of standard desktops/notebooks and the effective maintenance of inventory records.
- Process and deliver upon client service request for Installs, Moves, Adds, Changes, & Deletes. The incumbent will execute these service request types in accordance with established service delivery response targets. This requires scheduling the work associated with the request in conjunction with other business priorities and client availability for service delivery.
- Participate in key software and hardware deployment projects. The incumbent will work as part of broader technology initiatives and implementations sponsored by other areas of Enterprise Services, playing a service deployment role for those major implementations. Examples include: PC operating system upgrades, security software upgrades, major enterprise application rollout, major hardware upgrades and/or rollouts.
- Participate in key software and hardware deployment projects. The incumbent will work as part of broader technology initiatives and implementations sponsored by other areas of Enterprise Services, playing a service deployment role for those major implementations. Examples include: PC operating system upgrades, security software upgrades, major enterprise application rollout, major hardware upgrades and/or rollouts.
- Manage and maintain On Site Support procedures and operational documentation. The incumbent will ensure procedural documentation is maintained current and accurate. The incumbent will author updated 1st Level support scripts for the Service desk agents.
What do you need to succeed?
- Minimum 1-2 years of field support experience in either: end user support, software support, computer hardware configuration and/or repair, Help Desk / Service Desk support.
- Experience interacting and working with third-level technicians/engineers and external vendors a plus.
- Demonstrated experience managing competing demands and working in fast-paced environment