IT Desktop Support

Title: IT Help Desk
Location: 100% Onsite - Fairport, NY (Onsite Location)
Contract: 1+ Year (Possible of extension)
Schedule: M-F, 8-5 standard, OT possible
Pay Range: $20 - $22/Hour on W2

Interview Process: 2 rounds expected, 1st round video interview with hiring manager, 2nd round video panel interview

Job Description:
Product of Position:
The Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure both in-person and (at times) remotely at a manufacturing facility in Fairport, NY. This position may require the candidate to be available for on call 24/7 coverage. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10/11 and MS Office suites (2010/2013/2016/O365). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.

Responsibilities:

• Familiarity with Active Directory

• Limited support for corporate mobile devices

• Familiarity with cloud applications (Microsoft and 3rd party)

• Troubleshooting Cisco VPN connectivity

• Remediating/minimizing malicious code and computer viruses

• Remote connection/utilization

• Imaging and deploying PCs for end users

• Asset lifecycle management skills

• Various browser support (IE, Chrome, Safari, etc.)

• Installation/configuration of various software packages

• Installation/configuration of Security Software

• Printer/driver troubleshooting & installation

• IPT based Telephony Device Management

• ServiceNow (ticket management) utilization

• Deployment, configuration, and support of standard IP telephony

• Hardware ordering and inventory management

• Limited support for Mac OS and hardware

• Additional responsibilities may include:
o Documentation (records) management
o On-boarding (Training) of new hires
o Conference room support
o Vendor engagement (as needed)
o Project interaction/participation
o Customer scheduling/follow-ups
o End user equipment moves (disconnect/reconnect)
o Cross-team interaction and collaboration
o Standard device imaging via USB/PXE server(s)
o Smart-Hands tasks/functions to physically assist other IT teams

Meeting Support:

• Works across the media team, corporate events, and IT for meeting support and problem resolution.

• Performs testing, monitoring, analysis, diagnosis, and resolution of performance, technology, and process related problems.

• Troubleshoots issues and engaging/assigning to the correct Team/Assignment Group

• Knowledge of conference room audio and display devices

Required Skills:

• IT hardware installations

• Client's IT supported equipment component removal and installation

• Power cycling IT Equipment
• Onsite/offsite technical assistance and troubleshooting

• Providing remote console access

• Escort IT Vendors for other IT Teams (where permitted)

• Procurement of IT goods and services

• Receiving/shipping of IT goods

• Ensures discreet handling of all business and maintains the highest level of confidentiality

• Prioritizes duties and works on several tasks simultaneously

• Demonstrates flexibility and willingness to change priorities at a moment's notice

Education and Experience:
Associate degree (minimum)
At least 1- 3 years Hardware Experience (beyond imaging/deployment)

Preferred Certifications:

• CompTIA IT Fundamentals

• CompTIA A+

• CompTIA Cloud+

• CompTIA Mobility+

• CompTIA Network+

• CompTIA Server+

IMPORTANT The candidate should also be aware of the following:

The initial location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.

That said, the role may require some light travel as needed for event support and/or remote sites with customers needing assistance.

The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization after a period of 1.5 to 2 years in the Field Services role.