Description

EXPERIENCE

4-6 Years

DESCRIPTION

Role Overview:

This role involves comprehensive deskside support and technical assistance for end-users, focusing on PC lifecycle management, hardware repair, operating system maintenance, and vulnerability mitigation. The technician will provide hands-on and remote support, ensuring smooth operation of IT infrastructure and assisting with new hardware/software implementations.

Key Responsibilities:

• Manage end-to-end PC lease schedules.
• Coordinate warranty and non-warranty hardware repairs in coordination with hardware manufacturers.
• Perform operating system maintenance, patching, and upgrades.
• Address PC vulnerability mitigation issues through remote or deskside visits.
• Triage and resolve end-user tickets.
• Provide hands-on and telepresence support.
• Assist with PC configuration, including installing OS, updates, applications, images, and other software to customer standards and requests.
• Configure and install components into customer PCs.
• Track computer equipment (by asset tag and serial number) by location.
• Responsible for the shipping / receiving of materials and equipment.
• Provide support for all executives.
• Assist Lab Technicians as they facilitate with Lab Software/Hardware Vendors and Security teams on software installs, reinstalls, vulnerability mitigation, patching, and upgrades.
• Install, replace or remove equipment, such as a router, server, switch, disk drive, memory, printers, etc.
• Troubleshoot equipment using local KVM (Keyboard, Video and Mouse) or PC, and enter commands according to detailed instructions and relay system responses, or allow remote control.
• Willingness to provide support during off-hours or weekends for critical incidents.
• Willingness to travel to another site located ~50 miles away for any critical issue resolution.
• Willingness to climb up to 6 feet ladders.
• Willingness to drive to another customer location (~45 miles) to provide support if required.

Required Skills:

• Knowledge of computer hardware.
• Knowledge of SCCM/Intune.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation and OEM guides.
• PC Imaging.
• Windows 11.
• Deskside support.
• Basic Networking and server administration.
• Intune Administration L1.

Qualifications:

• 4-6 years of experience

Key Skills

Education

Any Graduate