Job Description
Note: This position is suitable for Entry level candidates. Pay rate offered - $22/hr
The position of Desktop System Specialist performs troubleshooting, repair, and preventative maintenance of end-user computing equipment and peripheral equipment at corporate locations.
The candidate works on assignments of a diverse scope where the analysis of data and hardware requires the evaluation of identifiable factors. The candidate exercises judgment in determining methods and techniques for obtaining solutions and acts as a key point of contact between customers, departments, and within the organization to drive problem resolution. The specialist works independently, with little supervision or oversight, utilizing a broad range of experience and expertise.
Essential duties for the position include, but are not limited to the following:
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Provide content knowledge and expertise for strategic Global Resilience, Security and Transformation (GRST) projects; act as key stakeholder/project team member
- Resolve incidents and problems associated with EUC equipment
- Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
- Support Authorized Uses connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
- Provide repair and maintenance for mobile devices as needed
- Install, upgrade, and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Provide software break/fix services and replacement of non-warranty assets for end users
- Provide network printers and scanner network connectivity, including providing network support for device configuration, IP addressing, and direct TCP/IP output
- Provide warranty and break/fix support for networked printers and scanners
- Provide VIP support for equipment, including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, directly attached printers, local printers, scanners, wireless networking, etc.
- Provide on-site hardware support for general troubleshooting and problems for end-user computing technologies
- Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
- Utilize problem management database and systems to track and report on customer calls and requests.
- Communicate technical information to technical and non-technical teams and customers.
- Provide onsite and remote support to Authorized Users
- Define global solutions and policy
- SME, as well as experience in architects and/or engineers.
- Deskside support services as required.