Provide on-site IT related Hardware support to assist in the installation, integration and maintenance of computing devices.
Key Responsibilities:
• Define Lifecycle upgrade requirements and other IT project support needs involving IT Technicians/Technologists
• Troubleshoot and repair hardware and/or software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 2/3)
• Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
• Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
• Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)
• Create image and defined deployment processes for managing work stations, portable computing devices and peripherals (aligning to Global standards with regional adjustments per regulations)
• Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions
• Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
• Assist the business with defining tablet and mobile device solutions to meet operational / business needs (aligned with global IT)
• Define / audit standard tools and process for managing assets physically and electronically
• Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
• Provide appropriate visibility of costs related to service requests and comply to approval requirements
• Other incidental duties
Perform lifecycle upgrades and projects as directed; Assist in answering Help Desk Calls from Users on an as needed basis; Manage assets including physical and electronic identification and control; Assist the business with tablet and mobile device support to meet operational / business needs
Education and Experience:
Associate's Degree or equivalent in or technical degree/certification in related discipline, 7 years years experience of work experience including IT hardware/software experience Required
Bachelor's Degree in in computer sciences, information systems or related discipline Preferred
Additional Skills:
• Microsoft Certified Desktop Technician required
• Ability to manage users and PC's using Active Directory required
• Proficient in Microsoft suite of applications (Windows 2008 and Windows 2012 server, Windows 7, Microsoft Office and Outlook)
• Ability to perform IT hardware and software diagnostics and repairs (Laptops, desk tops, mobile computing devices, peripherals, IP Phones, handheld scanners, etc.)
• Ability to configure, use and maintain CISCO IP Phones required
• Effective cable management skills to maintain organized work stations and data closets required
• Ability to adapt and learn new technologies as needed
• Strong written and verbal skills required
• Problem Solving skills including Trouble shooting techniques required
• Strong customer service focused skills required
• Strong organization and time management skills required
• High level of professionalism during interactions with customers and vendors required
• Using PC Images to configure computers for deployment / redeployment required
• Experience with platforms and applications (e.g, Microsoft Office Suite, Microsoft Outlook/Office365, Internet Explorer, Windows 7, Active Directory, Virtual Private Network (VPN), MobilePASS (one-time password software authentication solution for VPN access)
• Experience using Help Desk ticketing software to manage service tickets
• Excellent written and verbal communication, interpersonal, and relationship building skills with focus on influencing and conveying recommendations
• Adhere to all EHS rules and requirements and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
