Staffing - IT Desktop Support

Scope / Purpose

The IT Desktop Support Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure both in-person and remotely. The candidate will possess an aptitude for working with Microsoft-based applications (including Office suites) with emphasis on. 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, and any other duties assigned at the direction of their Supervisor.

Responsibilities and Requirements

• Active Directory Administration
• Limited support for corporate mobile devices
• Familiarity with cloud applications (Box, Office365, etc.)
• Troubleshooting Cisco VPN connectivity
• Remediating/minimizing anti-virus threats
• Remote connection/utilization
• Imaging and deployment server utilization
• Asset lifecycle management skills
• Various browser support (IE, Chrome, Safari, etc.)
• Installation/configuration of various Adobe products
• Installation/configuration of Check Point endpoint client software
• Printer/driver troubleshooting & installation
• IPT based Telephony Device Management
• ServiceNow (ticket management) utilization
• Deployment, configuration and support of standard IP telephony
• Hardware ordering and inventory management
• Limited support for Mac OS and hardware

Additional Responsibilities

• Documentation (records) management
• On-boarding (Training) of new hires
• Conference room support
• Vendor engagement (as needed)
• Project interaction/participation
• Customer scheduling/follow-ups
• End user equipment moves (disconnect/reconnect)
• Cross-team interaction and collaboration
• Standard device imaging via USB/PXE server(s)
• Smart-Hands tasks/functions outside of standard operational work

Meeting Support

• Works across the media team, corporate events, and IT for meeting support and problem resolution.
• Performs testing, monitoring, analysis, diagnosis, and resolution of performance, technology, and process related problems.
• Troubleshoots issues and engaging/assigning to the correct Team/Assignment Group
• Knowledge of conference room audio and display devices

Smart Hands

Note: Some sites have dedicated network team to perform some of the duties below.

• Infrastructure cross connect installation – patching cables
• Remote server reboot
• Moving/installing IT equipment within your space and cabinets – rack, stack, cable and work with Vendor or Network Team to go live
• IT hardware installations
• Corning IT supported equipment component removal and installation
• Physical server and network gear reboot
• Power cycling IT Equipment
• Onsite/offsite technical assistance and troubleshooting
• Providing remote console access
• Escort IT Vendors for other IT Teams (where permitted)
• Procurement of IT goods and services
• Receiving/shipping of IT goods
• Ensures discreet handling of all business and maintains the highest level of confidentiality
• Prioritizes duties and works on several tasks simultaneously
• Demonstrates flexibility and willingness to change priorities at a moment’s notice

Requirements

• Associate’s degree in IT related field or equivalent experience
• Proficient in time management and task prioritization
• Advanced Level of English Language
• Effective organization and planning skills, with ability to handle changing priorities
• Excellent communication and interpersonal skills
• Must be a self-starter, able to work in team environment and motivate others

Desired Skills

• Hardware/software installation, troubleshooting and support
• Basic smart hands (network configuration) knowledge
• Active Directory administration
• Experience imaging and working with deployment server(s)
• Basic knowledge management