providing weekly reports, inventory management, and other administrative tasks as needed.
The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.
Desired Skills & Experience Responsibilities:
- Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
- Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
- Printer break-fix and installation
- Disposal, redeployment and Asset reclaim
- Shipping coordination
- Data Backup and Data Recovery coordination
- Hardware Refresh
- Warranty and Out-of-warranty repair and replacement
- Depot Services
- Walk Up Support
- Spare parts management
Executive (VIP) Support:
- Provide high-touch, white-glove IT support to executives and senior leadership.
- Ensure rapid response and resolution of technical issues impacting VIP users.
- Maintain and set up conference rooms, video conferencing equipment, and executive office IT infrastructure.
- Conduct proactive health checks on executive devices to prevent potential disruptions.
- Coordinate with cross-functional teams to ensure seamless IT support during executive meetings and travel.
- Audio and Video Support including Health Checks
- Inventory and Asset Management - Depot Operations
- Coordinate with external vendors for dispatch support
- Identify and resolve hardware and software application conflicts
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
- Responsible for asset tagging and entering all incoming equipment into our asset management system
- Collaborate with cross-functional teams to properly onboard incoming new hires
- Ensure that hardware is properly assigned and updated into our management system
- Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
- Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
- Ensure that resolutions are consistent with company standards and policies
Requirements/Qualifications:
- 5 years IT experience, including technical training
- Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
- Experience with imaging Windows 10 OS.
- Familiar with basic network concepts (e.g., TCP/IP, Windows Networking, Ethernet)
- Networked printer experience (queue creation, server maintenance, etc.)
- Experience in using PC-based word processing, presentation, and e-mail software preferred
- Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
- Experience providing direct IT support to executives or senior leadership is highly desirable.
- Familiarity with IT service management tools such as ServiceNow or Remedy is a plus.
- Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
- Outstanding customer service and interpersonal skills
- Excellent organizational skills and ability to prioritize tasks among many competing requests
- Experience working in or supporting a call center or help desk environment
- MCP and/or A+ Certifications
- Aptitude for learning
- Excellent oral and written communication skills
- Ability to work in teams and in a team environment
- Able to lift up to 50 pounds
- Own car for transportation (mileage will be reimbursed by policy)
- Valid driver's license
- Install and configure desktop software
- Troubleshoot all desktop installed software
- Identify network problems involving desktop or laptop computers
- Manage accurate inventory of desktop hardware
- Configure desktop hardware and software for new and existing users
- Resolve moderate end-user hardware/software problems including remote access software
- Ensure desktop software license compliance
- Resolve technical problems with desktop equipment and software
- Maintain desktop software and hardware and also support mobile workforce
- Perform installation, configuration and upgrades on desktop hardware and software
- Install new hardware, software and upgrades on desktop computers, and laptops
- Customize desktop applications to meet user
- Build and configure desktop and laptop computers for new users
- Maintain printers and related hardware/software
- Work primarily with desktop, and laptop hardware and software
- Perform onsite technical support to address desktop/laptop issues
- Troubleshoot computer hardware and software problems
- Provide expert level support of all desktop and network hardware and software applications
- Resolve technical hardware and software issues
- Resolve technical problems with desktop computing equipment and software