Job Description :
Job Summary
Installing, diagnosing, repairing, maintaining, and upgrading PC and Mac hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required also provides support for issues assigned by the Global IT Service Desk. Additionally, may be remotely directed to assist with Network, Server or PBX support.
Responsibilities and Duties
Acquisition & Deployment
Explore, evaluate and select suppliers for end user devices such as PC’s, printers, hand held scanners and peripheral devices as well as PC software.
Write technical specifications for purchase of PCs, Macs, desktop hardware, software and related products.
Operational Management
Perform onsite analysis, diagnosis, and resolution of complex desktop, printer, or scanner problems for end users in office and /or distribution center environment. Recommends and implements corrective solutions, including remote support for off-site users as needed.
Install, configure, test, patch, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, hard drives, RAM, etc.
Collaborate with network and server administrators to ensure efficient operation of the company’s computing environment or resolve issues with end-user workstation networking software products.
Maintain assigned work requests in Service Desk tool and respond / resolve within SLA.
Answer to and perform moves, adds, and changes (MAC) requests within SLA
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Monitors server backups, changes media, coordinates off-site tape rotations, on-demand restores and quarterly restores for SOX compliance.
Required Experience, Skills and Qualifications
Strong customer-service orientation with excellent oral and written communication skill as this is a user facing role. Ability to present ideas in user-friendly language.
High School diploma or college degree in the field of computer science with 2 years’ equivalent work experience.
Certifications in A+ certification, MCP in Windows 7or Windows 10.
Excellent technical knowledge of PC and Mac and desktop hardware, including printers, scanners and peripheral devices
Excellent technical knowledge of PC operating systems and client configuration in domain environment.
Hands-on hardware troubleshooting experience.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Effective interpersonal skills and relationship-building skills.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Ability to work independently
Beneficial Qualifications
IT related certifications in Server Operating systems, Networking or security
Previous experience supporting network infrastructure
ITIL Foundation Certification
Physical Demands
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Lifting and transporting 50 pound objects, such as computers and peripherals.
Walk throughout the Distribution Center to provide support
Ability to travel domestically and internationally