Description:

• On site (parks, resorts and client buildings) daily installations for all hardware that is being refreshed, reimaged or memory installed
• On site (parks, resorts and client buildings) Service Level desktop incident resolution for cast members
• Imaging and staging hardware
• Wiping devices that are returned from the field for return to inventory
• Install and configure software requested by client (MS Office 365, Adobe Creative Suite, VPN software, etc.)
• Ticket management - time manage all service level tickets that are assigned to individuals. Update and close tickets. Requires ability to remote into PC's to download software and troubleshoot
• Post Validation Support - Support the appointments that cast members request for remote support after they receive their new hardware. Calls can include any type of help that the cast member may need from configuring their device, installing software, adding network drives to needing a device reimaged or replaced.
• Lift, carry and transport computer equipment

Skills:

• Proven 3-5 years of PC desktop/laptop field deployment work with large scale operations
• 3-5 years hands on experience with SCCM, TCP/IP protocols, Active Directory, and Exchange
• 3-5 years hands on experience with Win 7, Win 10 and MAC OS.
• Experience with Ticket monitoring systems (Service Now)
• Hands on with large scale windows migration activities
• Proficient use of Microsoft Office Products (word, excel, powerpoint)
• Excellent customer service skills (face to face)
• Excellent communication skills ( team members and team leaders)
• Ability to work under minimal supervision
• Ability to work and multitask in a fast-paced and deadline-driven environment
• Detail Oriented

• Support both PC and Mac users
• Monitor and take ownership of tickets in Service Now - update SNOW on a daily basis
• Collaborate with other team members on any technical concerns via Slack/Teams/Emails internal first
• Communicate with Mgmt Teams on any issues/concerns, running late, cannot make it in
• Ownership of issues and requests reported by customers in person, and via telephone, email or support ticket
• Document and report on all work performed on behalf of customers via Service Now ticket
• Acquire, stage, and deploy computers, software, and peripherals within our SLAs
• Update accurate inventory and support records in Database
• Work with other Teams to expedite and resolve issues impacting productivity
• Produce verbal and written status reports with emphasis on high-profile issues
• Adhere to company and business unit policies and standards
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate
• Proactively monitor, assess and address support requirements
• Create system and support documentation as required

• Experience level: Experienced
• Minimum 3 years of experience
• Education: Bachelors