Onsite -Desktop Support Technician

Desk Side Support

L2 Position : Relevant Experience should be >= 2 Years

Job Description

1) Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.

2) Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes

for all EUC Equipment, Software, and related Services at designated Customer Sites;

3) Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included

within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

4) Coordinate all internal and external functions and activities to achieve high-quality execution of the

IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

5) Recrate and document the processes to enable IMAC execution for each Software

and/or Equipment Component, and obtain Customer's approval for such processes and documentation;

6) Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service

Requests, including specific approval and authorization required for IMACs that include Changes

to Software. This list may change from time to time and should be updated on a regular basis;

7) Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for

correctness and proper authorization;

8) Communicate with Authorized Users if there is any issue with an IMACD related Service Request and

attempt to resolve or escalate same appropriately;

9) Coordinate and communicate with designated Customer personnel or other Third Parties, concerning

scheduling and requirements so as to minimize the impact on Authorized Users;

10) conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any

special requirements at the location(s);

11) Coordinate any physical space requirements as determined during the Site survey review;

12) Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute

the IMAC will be available as of the date(s) scheduled for the IMAC;

13) Confirm the new and/or existing Configuration of the Equipment and Software associated with

performing the IMAC.

14) Confirm that the installation and/or de-installation procedures associated with performing the IMAC are

valid for execution of this IMAC, including Backup, contingency, and test procedures;

15) Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location;

16) Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might

disengage from IT

17) Cancel Network Transport Services that are no longer required after completing the IMACD

The Technician should also have

 Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment

 Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops

 Safely move equipment point to point using wheeled carts and vehicles

 IMACD & Asset Inventory experience

 Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.

 Ability to follow documentation and knowledge articles to provision operating systems and software onto

workstations and laptops, solve common issues.

 Ability to use remote desktop connectivity applications

 Working knowledge of imaging utilities such as Ghost, SCCM, etc

 Delivery and setup of PC equipment to end-users.

 Use trouble ticketing system to accept assignments, document work events, complete requests and verify

customer satisfaction.

 Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)

 Demonstrated proficiency in Microsoft OS and Microsoft application.

 Demonstrated proficiency for installation of desktop software and troubleshoot

 Working knowledge of Microsoft Active Directory and GPO

 Strong customer service skills.

 Strong troubleshooting skills.

 Significant, demonstrated experience with Microsoft Windows operating systems

o Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98

o Servers: 2012, 2008 r2, 2008, 2003, 2000

 Functionally capable with Apple OS X

 Advanced troubleshooting skills with hard drive encryption software

 Advanced level skills in the Microsoft Office Suite:

o Word, Excel, PowerPoint, Outlook configuration issues with Exchange

 Strong client-side remote access troubleshooting skills

 Demonstrate strong skills supporting printers in an enterprise environment

 Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems

Center Configuration Manager (SCCM).

 Demonstrate proficiency in using applications in the Micron environment – MTGroups, BMC Remedy,

Projects, Processes, etc.

 Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools

 Strong software installation and support skills

 Disciplined, systematic problem solving skills required