Service Desk Engineer

Service Desk Engineer Location : Watsonville, CA( Remote ) - 6 months Note: Multi-lingual (English and Spanish- reading and writing must ) No. of position: 5 Desktop Support Specialist for a tech refresh project to image, install, and deploy new Windows 10 computers to internal employees in the USA with minimal technical escalations. JOB RESPONSIBILITIES Hardware Refresh Project: Supports the rollout of new technologies by the IT department through projects. May manage and execute on Service Desk specific projects.

• Basic training will be provided before the deployment of hardware to allow for training in ServiceNow, Asset management tool, and understanding expectations for communications to schedule the customers' deployment, how to deploy the customers' computer equipment in our environment, access to Active Directory, shipping equipment, collecting old devices and updating Asset Management tool.
• Receive new shipments of computers, enter them into asset manager, unbox and configure (image) computers using SCCM, deliver to inventory room and update asset manager
• Schedule intake with customer to take inventory of physical items (existing docks, monitors, printers) as well as software and data backups in preparation for deployment
• Configure new computer using tools like data backup software (Druva) OneDrive and computer checklists
• Deploy computer to local customers/ship computer to remote customers via UPS
• Recover old devices from customer and quarantine for 2 weeks
• Clean-up / Wiping of Hard Drives / Equipment surplus
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal of any equipment or component and report to the project manager daily on results of deployments (issues, feedback, etc.)

• Utilizes ServiceNow to track and monitor requests to timely resolution in accordance to our Service Level Objectives. Identifies, researches and resolves technical problems.
• Hardware: Maintains, analyzes, troubleshoots, repairs and replaces computer systems, desk phones, mobile devices, audio/visual systems and other computer peripherals.
• Software: Installs, upgrades, troubleshoots and evaluates company approved applications.
• Active Directory: Administers computer and user accounts through Active Directory
• Network: Basic troubleshooting of wired and wireless networks.
• Phone System: Provides support for corporate telephone system, desk phone setup, deployment and troubleshooting.
• Mobile Devices: Provides configuration, troubleshooting and support for a variety of mobile devices including tablets and smart phones.