Responsible for providing desktop/network/cabling support at client campus' factory and data center. Includes desktop support as it relates to desktops & peripheral devices; switches; routers; other network communication equipment, and physical layer troubleshooting. Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs). Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned service request cases to the customers' satisfaction within an aggressive SLA environment.

Position Details

• Contract position with possible contract extension or hire
• Standard work hours: 12-hour shift, set schedule: days (Sun-Tues) one week and 4 days (Sun-Wed) next week working; 6pm to 6am shifts.
• Location: Onsite - Chandler AZ 85248

Primary Roles & Responsibilities

• Update customers and other stakeholders regularly on ongoing service requests
• Escalate and manage tickets to assure timely resolution
• Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks
• Understanding of basic computer skills and ability to follow software installation processes.
• Ability to meet service level agreement requirements during the ticket life cycle
• Physical installation of desktop systems and working knowledge of Windows Operating Systems.
• The patching cabling between network equipment and customer's network when applicable
• The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
• Provide hardware break-fix services for network infrastructure
• Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records, preparing and return damaged equipment
• Analyze, detect, identify, and correct technical problems and deficiencies
• Utilizing a Service Desk ticketing system to document work, progress, and resolutions
• Ensuring ticket work notes are continuously updated while being worked, and final resolution(s) provided within all completed tickets

• Education & Certifications: Combinations of education and experience will be considered
  • High School/GED (Required)
• Min 2 years Experience in data communications (required)
  • Basic knowledge of IP networking (Required)
  • Basic knowledge of Cisco switches and routers (Preferred)
  • Basic knowledge of local and wide area networking (Preferred)
  • An understanding of IP phone technology (Preferred)
• Ticket and queue management within ServiceNow (Preferred)