IT Desktop Support Services Technician (Level 2) - Madera, CA

*JOB DESCRIPTION

The position of IT Deskside Support Technician (Level 2) performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at Customer locations and remote support for home office users.

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision using the Customer defined practices and policies in selecting methods and techniques for obtaining solutions. The candidate may also act as a liaison between customers, departments, and within the organization to lead problem resolution.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfaction as determined by this position's ADSL managers and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description or a different protocol/guideline or expectation by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible and aligned. The incumbent in this position understands that the "at will" employment relationship which ADSL has with all of its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all of its employees.

Workshift for the position is: Monday through Friday - Local business hours – 8:00 am to 5:00 pm

Essential duties for the position include, but are not limited to the following:

· Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.

· Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.

· Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.

· Utilize Known Error Database (KEDB) to perform onsite support tasks.

· Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.

· Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.

· Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.

· Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.

· Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.

· Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.

· Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s).

· Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.

· Install and test replacement parts for supported non-warranty devices.

· Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption.

· Coordinate physical move of end user devices within same office (performing physical move of end user devices outside of the office is out of scope).

· Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.

· Desk side assistance for IT devices (laptop, desktop, and mobiles).

· Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing Customer provided List of Authorized Users

· Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.

· Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.

· Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging, storing the devices and spare parts at Customer provided facilities.

· Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements.

· Consult with Customer prior to and during ordering of new devices.

· Provide smart hands support for onsite UPS, Server and Networking devices with remote support supervision.

· Rack and stack of Server and Networking equipment using proper tools and server lift

· Deskside support services and other duties as required.

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

· Requires 3 to 5+ years of related work experience

· Sound knowledge of imaging tools (Intune, SCCM, MDT, PXE)

· Sound knowledge of hardware troubleshooting, data backup and recovery tools

· Installing, upgrading, migrating and deploying Windows 10/11 in large enterprise environments

· Configuring hardware, software, network connectivity, active directory, mobile devices

Certifications: A+ Certification a plus

Job Type: Full-time

Pay: $25.00 per hour

Work Location: In person