Location: Channahon,IL, USA
Technical/Functional Skills
* Strong knowledge of desktop/laptop hardware
* Good knowledge of Win 10, Win 11 & MS Office
* Knowledge of Mac OS is preferred
* Understanding of daily operations and delivery processes
* Application / software installation and trouble shooting
* Knowledge / exposure on ticketing tools (Service Now)
* Windows system administration
* Strong Troubleshooting Skills
* Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
* Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
* Understanding of active directory, networking
* Hardware, operating system & software knowledge
Roles & Responsibilities
* Provides second-line investigation and diagnosis.
* Resolves and closes incidents/service requests as per the procedures & allocated timelines
* Logs relevant incident/service request details as per process in ITSM tool.
* Communicates with client regarding incident progress
* Ensures tickets are updated at all times until issues are resolved
* Complies with Quality Health Safety Environment (QHSE) and IT policies
* Liaises with clients, IT support groups and 3rd party providers when necessary
* Performs staging of PCs
* Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
* Conducts hardware and software maintenance and support
* Troubleshoots and resolves PC incidents and/or VIP requests
< p normal = > Assists with Site Security Officer (SSO) on IT security issues and virus elimination
* Creates/maintain documentation for scope of work
* Special events coverage, meeting room & VCON & voice devices support
* Centralized hardware and Spare part stocking and local site inventory management and asset management
* Stock management
* Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
* Hardware vendor coordination for Break fix
* Imaging & provisioning of devices. Setup and build workstations
* Update AMDB including hardware and software
* PC and other devices - logistics management
* Coordinate activities with third parties to resolve the IT issues or complete service requests
* Follow standard operating procedures as documented in the knowledge management system.
* Providing trainings / demo's when needed to end users
* Onsite admin tasks e.g. backup, OS migration.
* Onsite Operational support of Industrial mobility devices
* Mobility - Operational support for company owned mobile phones / tablet devices and BYOD
* Asset Disposal
* Coordinate with regional/global support groups for end-to-end request resolution and escalation.
* Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
* Operational support for non-network connected HBO AIO Printer / Scanner / Fax
* Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines
Generic Managerial Skills
Team Player
Salary Range: - $55,000 to $70,000 a year