Deskside Services

Role: Deskside Services

Location: Chattanooga Tennessee

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)

Skillset

• Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM) Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity. (Overtime will be taken care).
• Travel to the Near By Site in case of a need (Mileage will be taken care).
• Work from Office on Daily (No WFH)
• Ability to disconnect/reconnect computer workstations peripherals and phone equipment
• Hands on experience with Imaging reimaging Windows Operating system for Desktop Laptops
• Ability to move/lift/carry up 50 lbs of weight
• Safely move equipment point to point using wheeled carts and vehicles
• IMACD & Asset Inventory experience
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops solve common issues.
• Ability to use remote desktop connectivity applications
• Working knowledge of imaging utilities such as Ghost SCCM etc
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments document work events complete requests and verify customer satisfaction.
• Ability to provision and Support wireless devices.(E.g. Blackberry Android and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft application.
• Demonstrated proficiency for installation of desktop software and troubleshoot
• Working knowledge of Microsoft Active Directory and GPO
• Strong customer service skills
• Strong troubleshooting skills
• Significant demonstrated experience with Microsoft Windows operating systems
  • Clients: Windows 10 Windows 7 Windows Vista Windows XP Windows 2000 Windows 98
  • Servers:r
• Functionally capable with Apple OS X
• Advanced troubleshooting skills with hard drive encryption software
• Advanced level skills in the Microsoft Office Suite:
  • Word Excel PowerPoint Outlook configuration issues with Exchange
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools Microsoft Active Directory GPO and Systems Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
• Strong software installation and support skills
• Disciplined systematic problem solving skills required

The Technician need to have experience in IMACD tasks listed below

(IMACD Install Move Add Change Dispose )

1. Troubleshoot and resolve End users IT issues in their PCs (Desktop Desktop Tablet) Mobile phones Printers and Other IT Devices in users environment
2. Support Installations Moves Adds Changes Disposal (IMACDs) requirements.
3. 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;
4. 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
5. 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.
6. Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component and obtain Customers approval for such processes and documentation;
7. 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;
8. Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization
9. Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately;
10. Coordinate and communicate with designated Customer personnel or other Third Parties concerning scheduling and requirements so as to minimize the impact on Authorized Users;
11. conduct or confirm a Site survey has been conducted to determine the location(s) of the IMAC and any special requirements at the location(s);
12. Coordinate any physical space requirements as determined during the Site survey review;
13. Confirm that all Equipment Software parts Network Cabling or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;
14. Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.
15. Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC including Backup contingency and test procedures;
16. Schedule and dispatch appropriate technicians including Third Party Vendors to the IMAC location;
17. Treat every client like a VIP strengthening the relationship as well as engaging users who otherwise might disengage from IT
18. Cancel Network Transport Services that are no longer required after completing the IMACD

Key Skills
Electro Mechanical,Instrument Maintenance,Adobe Dreamweaver,Document Control Management,E-Commerce
Employment Type : Full Time
Experience: years
Vacancy: 1