Desktop Support Specialist - job 1 of 4

Job Title: Desktop Support Technician

Job Type: Full Time/Permanent

Job Location: WestPoint, VA

Key roles and responsibilities

Job Description:

As an Onsite Support Technician with minimum of 4-7 yearsof technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

· Manage a team of 25-30 technicians across locations

· Manage the reporting of SLAs , Adherence of SLA and contract

· Manage shift and shift planning including on call roster

· Manage Resource productivity

· Enable the team with training and development

· Ensure security compliance

· Ensure sufficient inventory level is managed across locations

· Ensure all service request and incidents are resolved before agreed service levels

· Plan and execute any move request or project work

· Lead the team by providing technical and process assistance to below activities

• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

§ Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

§ Perform end-user support related security and controls and compliance related tasks such as

• access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

§ Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

§ Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

§ Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

§ Provide On-call support if required outside business hours on a rotational basis.

Job Type: Full-time

Pay: $27.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Weekdays

Work Location: On the road