Senior Desktop Support Technician in Saint Louis, MO

27 Oct 2024

Vacancy expired!

8 to 10 years experience in Desktop / Deskside Support Must

Job Details: Responsibilities
  • Provide onsite Support for Conference End-User CIs that reside in conference rooms at CLIENT Service Locations during team meetings and major events such as conferences and leadership meetings, including:
I. Connectivity to Local Area Networks (including wireless access points).Ii. Connectivity to projectors and Support of projector functionality (including bulb replacements when necessary).Iii. Assistance with obtaining sufficient power strips.iv. Configuration of audio-visual Systems; andresolution of all Incidents related to the performance of End-User CIs residing in conference rooms.
  • Perform onsite troubleshooting and Resolution activities. Dispatch acceptance includes:
I. Communication to a personal computing Device (e.g., iPhone, iPad, pager) enabled to receive real-time dispatch notices from the Service Desk.ii. Monitoring of a Service Desk Ticket queue for dispatched Tickets, checking the queue at least every ten (10) minutes.iii. Acknowledging the receipt of the dispatch Ticket to the Service Desk within ten (10) minutes after reviewing the dispatch Ticket queue.iv. Reviewing the troubleshooting information embedded in the dispatched Ticket for familiarization with the end-user issue and to arrive at the end-user's location with the most appropriate tools and End-User CI replacement parts; andnotifying the Service Desk through an established process of the anticipated time of arrival at the end-user's location.
  • When necessary, provide End-User CI Support for all peripherals connected to End-User CIs, including:
I. Monitors, projectors, and other displays.Ii .USB based and other CLIENT approved externally connected End-User CIs (excluding Locally Connected Printing Devices);iii. Docking stations.Iv. Bluetooth and other wirelessly connected End-User CIs; andLCD and TV displays, including those in public spaces such as hallways and atriums.
  • Perform remedial Support activities for End-User CIs, when required. Such remedial Support activities include:
I. Return the defective End-User CI as to Normal Operations according to OEM standards.ii. Perform remote diagnostics with the end-user.iii. Provide all necessary labor to repair or Restore End User CI to Normal Operations.iv. Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for End-User CIs.perform BIOS update, if required and approved by CLIENT.vi. Conduct asset validation, including end-user profile updates, End-User CI Asset Tag check, model and serial number check, Location etc.vii. Advise the end-user, before an End-User CI Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems.viii. When required, execute disk management routines, including disk defragmentation, disk scans, data compression, and recovery of end-user data.Ix. Provide service personnel who are fully trained in direct Support of their product on the End-User CIs they Support.x. Update the CMDB and AMS with the correct End-User CI, end-user, logistics, and warranty information.xi. Report to CLIENT all deviations from the Asset Management System and from CLIENT Policies that are discovered during Incidents via a jointly developed communications process.xii. Report to CLIENT any non-standard hardware or Software discovered.xiii. Conduct ongoing analysis of End-User CI Maintenance and call history to track service trends.xiv. Conduct monthly End-User CI performance reviews and trend analysis.xv. Manage and act as single point of contact for Provider Subcontractors, End-User CI warranty providers, and other Third-Party Providers identified by CLIENT.xvi. Provide advanced notification to CLIENT management of required OEM Device Upgrades or replacements.xvii. Provide adequate stocking of Systems, components, and peripherals at each Location to ensure replacement and repair of down Systems within the timeframes dictated by the Service Levels.xviii. Obtain end-user confirmation that Problem Resolution is complete.xix. Provide end-user orientation on prevention of same Problem, when applicable.xx. Validate Asset management fields including end-user profile updates, End-User CI Asset Tag, make, model, serial number, Location, etc., and update if necessary; andxxi. Report to CLIENT all deviations from the CMDB and AMS and from CLIENT Policies that are discovered during the on-CLIENT Service Location Support Incident.
  • Communicate with CLIENT end-users in English and be trained and versed in all required CLIENT processes, procedures, and policies.
  • Manage Conventional Device inventories in the End User support depot, including:
I. Accept Conventional Device deliveries to the depot and unpack as required.Ii. Promptly inform CLIENT of their receipt, any delays from scheduled receipt, and any delivery issues (e.g., incomplete quantities, damaged goods);iii. Track all Conventional Devices that are delivered to and from the End User support depot within the Asset Management System (AMS);iv. Managed an inventory of spare End User Devices for Configuration and same-day (advance replacement) shipping to End Users when required.maintain an orderly and clean facility; andComply with CLIENT's Conventional Device Support procedures or CLIENT's other directions regarding providing notices to CLIENT of restocking requirements (based on trigger levels set by CLIENT from time to time).
  • If not feasible based on a remote Service Provider Personnel location approach, then provide other on-site Support in addition to the Support described above in this Appendix at CLIENT Service Locations as necessary to perform the Services within the required Service Levels.
Qualification
  • BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
  • Eight or more years of experience in service delivery and Network hardware and software Configuration troubleshooting.
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN, local and Network printing, and mobile device services such as ActiveSync.
  • Ability to install Software for and troubleshoot a wide range of Applications.
  • Experience in a healthcare environment preferred.
  • Analytical thinking and problem-solving ability.
Extensive Background Check Required with Drug Test will be required to provide/have updated immunization records Will be working in a healthcare setting Start Date ASAPSt. Louis, MO (On-Site)On Going Contract

  • ID: #21742277
  • State: Missouri Saintlouis 63101 Saintlouis USA
  • City: Saintlouis
  • Salary: $20 - $30
  • Job type: Contract
  • Showed: 2021-10-27
  • Deadline: 2021-11-27
  • Category: Customer service