Job Description :
Title : FSO (Hands and Feet Support) Location : Upper Providence, PA Job Description Responsibilities: Provide customer facing end-user support that includes: - Break-fix support for Laptop, desktop, tablets and associated hardware peripherals - IMAC support including large scale/bulk office moves/re-stack activities (all moves) - Support for Operating System, base load software, MS Office suite and other business application - Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs - Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries - Support for the Mobility devices (Android/iOS/iPhone/iPads) - VIP and home-based office (HBO) user support - Imaging/Re-imaging end user systems on approved tickets - Supporting End User Device Lifecycle Management as per Client policies and procedures Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) Perform managed print service invoicing/meter read/polling report verification Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites. Provide On-call support if required outside business hours on a rotational basis Provide technical orientation and training for new Client employees on existing systems and software Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment. Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels. Provide weekly reports as requested by Customer Implement best practices in the stores to resolve issues Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services Participate in team projects as requested. Support End-User data backup, storage and recovery Services for all End-Users Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services. Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc and related operations (e.g., design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures. Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures. Provide concierge services as required by local staffing, including: - Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC - Setting customer expectation ahead of possible allocation of case to ITSC agent if required - Supporting customers on issues with Peripherals, and BYOD devices - Provide information on IT/Client products and services - Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac) - Software installation/troubleshooting - Mobile Device Management and Mobile Application Management - Support for Wireless connectivity, resolving performance issues, providing device connectivity and "value add" consultation for short "how to questions".