Site Support Technician

Job
Description Scope of Work
PC Support
o Deliverables
Monitor track all Incidents across all SNOW queues for
North America.
Diagnose and resolve incidents using documented
procedures to perform responsibilities
Monday - Friday 8 hour day onsite technical support
(On-call and off hours when needed) may have some remote days
New hire hardware setup and implementation
Test assets to ensure proper functionality
Install, repair, and conduct preventative maintenance
of all laptops and desktops across North America
Dell warranty management\coordinating with Dell for
replacement hardware
Asset Management
o Objective: To monitor and manage assets (laptops,
printers and peripherals) that support day to day operations supporting sites.
o Deliverables
Inventory of Windows based assets and peripherals
Updating Hardware Asset Management
Windows based assets
Depot - Per Segment/Site asset tracking
Assigning (profile & imaging)
Replacement (End of Life)
Break/Fix - asset needs repairing based on warranty
status
New Hire and Business segment moves
Shipping and Delivery - New Hires, Replacements,
Segment moves, Leavers (Exited employees) , Inactive asset support
Reporting - standard In/Out stock inventory status of
replacement and Depot asset inventory
Disposal of Hardware management
PC Lifecycle
Procurement through disposal
Expectation that refresh is included in this
Software Support and Installation
OS Imaging on computers
Deployment of software through automated tools and
manual installs
Install and test desktop software applications and
internet browsers.
iOS system and mobile app support
Audio/Visual Support
Maintenance and Testing of windows-based systems
Trouble shooting issues or re-imaging windows-based
systems if needed
Training users on scheduling meetings and conference
room software/hardware.
Executive full meeting support
Quality Control / Conference room Health Checks
Coordinate 3rd party Vendor for updating conference
room AV equipment
Coordinate 3rd party Vendor for conference room
installation of AV equipment
Coordinate 3rd party Vendor warranty work of installed
AV systems
Providing live support for townhall conferences
Troubleshooting wall mounted EVOKOS
Network Infrastructure Support
Server Hardware Support Replacements
Procure HDD replacement and install for servers per
request/coordination of server team.
Procure servers, rack and stack per
request/coordination of server team.
Smart Hands Support
Depot Services
OS Imaging and software installation
Delivery of hardware and peripherals to customer
Advanced replacement of hardware components to resolve
break/fix incidents escalated to the Depot support queue.
Coordinated refresh/replacement for users
Managed of assets of several segments for above
purposes.
3rd Party Coordination
o Vendor/partners
Digital Genius Sessions
MS Teams
Support definition
i.e. - Okta Support/Expectations
Project Support
o Objective: To successful provide project management
support for out of scope operations request including:
overseeing the successful completion of projects
setting targets for milestones, adhering to deadlines
and allocating resources
Delegating tasks on the project to NA support team
Make effective suggestions when presented with multiple
options for how to progress with the project
Serving as a point of contact/liaison between
management and team
Manage scope, schedule, risk, quality and resources of
projects based on defined scope of Project Management work responsibilities
Managing end to end operations
o Aim & Purpose - To provide support to IT projects
and special request that do not fall under the daily operations support
structure. Manage the end-to-end process and procedures completing the
requirements on-time, within the budget and for the purpose of creating a
better customer experience.
o Benefits Identifications -
Collaboration Improvement
Improves Productivity and Reduces Workload
Performance management
o Scope Description - Projects that require management of
scope, scheduling, risk and quality control in support of the successful
complement or enhancement of all NA Sites supported by the SITS NA IT Support
team.
ITIL Process
o Incident/Request
o Change
o Asset
o Knowledge
o Security
Innovation
Aim & Purpose - To provide support to IT projects and
special request that do not fall under the daily operations support structure.
Manage the end-to-end process and procedures completing the requirements
on-time, within the budget and for the purpose of creating a better customer
experience.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.