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- Build and Deploy Win7/Win10 machines with attention to deployment details to ensure positive End User Experience (EUX)
- Installation, monitoring and service of the desktop hardware, software and peripherals
- Ability to troubleshoot (hardware, software and connectivity) incidents through to resolution
- Remote Users Support
- Schedule, build, deploy, recover PC assets according to global Client guidelines and adhere to scheduled appointments for asset recovery collections follow Pharma Kroll process and eWaste processes.
- Inventory control and asset management
- Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, but not limited to, patch updates, hardware replacements, with spares.
- Manage and maintain relevant SOPs and other documentation e.g., Knowledge Base articles
- Develop and maintain service operations manual documentation. Develop and maintain work instructions to complete operational checklists and work orders.
- Analyze Client Service calls for desktop devices and incident data to identify and advise Client of any potential user-training requirement and automation and to drive continuous service improvements.
- Experience working in a team-oriented, collaborative environment with strong customer-service orientation.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Some asset management responsibilities.
- Track logistics of equipment, transferring between stock rooms (both physically & logically) with attention to detail. Following pharma litigation processes to ensure all equipment is quarantined properly.
- Provide guidance to clients and Support projects in progress in collaboration with other NBS IT organizations. Interface and collaborate with other teams for issue resolutions.
- Clean and prepare all hardware for reuse, which includes, running diagnostics and submitting OEM tickets for repair.
- Good written and oral communication skills with clients and management as well as people skills.
- Other Ad Hoc Activities and Reporting as required
- Solid knowledge of Windows (version 10 preferred)
- Full Microsoft Office Suite and Operating Systems: Win7 and Win10. Word, Excel, Skype, Outlook Calendar, scheduling and SharePoint
- Hands-on hardware troubleshooting experience
- Ability to read and understand technical manuals, procedural documentation and OEM guides
- Knowledge of Active Directory for computer configuration e.g., WebSM
- Good understanding of Skype, VPN and mobile device support
- Knowledge of IMAC, SLA's and Asset management, ITIL
- General understanding of network infrastructure of DNS, Proxy servers and firewalls
- Basic knowledge of LAN/WAN setups and concepts
- Knowledge of software distribution, patching and imaging technologies desirable
- Associate's degree in an IT-related field
- A minimum of 1 year experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment.
- ID: #22447915
- State: Illinois Libertyville 60048 Libertyville USA
- City: Libertyville
- Salary: $20 - $25
- Job type: Permanent
- Showed: 2021-11-09
- Deadline: 2022-01-07
- Category: Internet engineering