Job Description

Allied Digital Services

*Position Title:

IT Deskside Support Technician - End User Computing

*JOB DESCRIPTION

The position of IT Deskside Support Technician - End User Computing performs Level 2 troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

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 within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts 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.

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.

Participate in war rooms for critical incident management when required or at Customer's discretion.

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 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 Server and Networking devices with remote support supervision.

Deskside support services and other duties as required.

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

Requires minimum 5+ years of related work experience

Knowledge of imaging tools (SCCM, MDT)

Knowledge of data backup and recovery tools

Installing, upgrading, and migrating to Windows 10/11

Deploying Windows 10/11 in large enterprises

Configuring hardware and applications

Configuring network connectivity

Configuring access to resources

Configuring mobile computing

Monitoring and maintaining systems that run Windows 10/11

Certifications:

A+ Certification a plus

Physical, Mental, Environmental Requirements

Legend: "F" for frequently; "O" for occasionally; "N" for not at all.

PHYSICAL

On the job the employee must:

MENTAL

On the job the employee must be able to:

ENVIRONMENTAL

On the job the employee:

F

Bend

F

Read / comprehend

O

Is exposed to excessive noise

O

Squat

F

Write

N

Is around moving machinery

N

Crawl

F

Perform calculations

O

Is exposed to marked changes in temperature or humidity

N

Climb

F

Communicate orally

Is exposed to...

O

Kneel

F

Reason & analyze

O

...dust

F

Sit

N

...fumes

F

Stand

N

...gas

F

Walk

N

...radiation

F

Push/Pull

N

...microwave

F

Handle objects (manual dexterity)

N

Drives motorized equipment

F

Reach above shoulder level

O

Works in confined quarters

F

Use fine finger movement

Other:

Other:

Other:

Must carry load of:

F

Light (up to 25 lbs.)

F

Moderate (25-50 lbs.)

O

Heavy (over 50 lbs.)

Additional Requirement of the Position:

Dependent upon the customer, this position may require frequent traveling from one location to another with a personal vehicle.

Maintain a high standard of business and ethical conduct with end-user, clients, customers and employees.

Perform related other duties as assigned by management.

Follow workplace operating and environmental, health and safety procedures and guidelines.

Please sign and date this job description and return a copy to HRAdmin@allieddigital.net along with signed offer letter

EMPLOYEE NAME: DATE

:

SIGNATURE:

IMMEDIATE MANAGER:

Job Type: Full-time

Pay: $30.75-$32.75 per hour

Benefits:

Dental care Life insurance * Vision care