Desktop Support Engineer

Desktop Support Engineer

Chicago, IL (Onsite)

Fulltime

Job Description:

• Perform onsite troubleshooting and Resolution activities. Dispatch acceptance includes:
• Communication to a personal computing Device (e.g., iPhone, iPad, pager) enabled to receive real-time dispatch notices from the Service Desk;
• Monitoring of a Service Desk Ticket queue for dispatched Tickets, checking the queue at least every ten (10) minutes;
• Acknowledging the receipt of the dispatch Ticket to the Service Desk within ten (10) minutes after reviewing the dispatch Ticket queue;
• Reviewing the troubleshooting information embedded in the dispatched Ticket for familiarization with the end-user issue and to arrive at the end-user s location with the most appropriate tools and End-User CI replacement parts; and
• Notifying the Service Desk through an established process of the anticipated time of arrival at the end-user s location.
• When necessary, provide End-User CI Support for all peripherals connected to End-User CIs, including:
• Monitors, projectors, and other displays;
• USB based and other BJC approved externally connected End-User CIs (excluding Locally Connected Printing Devices);
• Docking stations;
• Bluetooth and other wirelessly connected End-User CIs; and
• LCD and TV displays, including those in public spaces such as hallways and atriums.
• Perform remedial Support activities for End-User CIs, when required. Such remedial Support activities include:
• Return the defective End-User CI as to Normal Operations according to OEM standards;
• Perform remote diagnostics with the end-user;
• Provide all necessary labor to repair or Restore End User CI to Normal Operations;
• Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for End-User CIs;
• Perform BIOS update, if required and approved by BJC;
• Conduct asset validation, including end-user profile updates, End-User CI Asset Tag check, model and serial number check, Location etc.;
• Advise the end-user, before an End-User CI Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems;
• When required, execute disk management routines, including disk defragmentation, disk scans, data compression, and recovery of end-user data;
• Provide service personnel who are fully trained in direct Support of their product on the End-User CIs they Support;
• Update the CMDB and AMS with the correct End-User CI, end-user, logistics, and warranty information;
• Report to BJC all deviations from the Asset Management System and from BJC Policies that are discovered during Incidents via a jointly developed communications process;
• Report to BJC any non-standard hardware or Software discovered;
• Conduct ongoing analysis of End-User CI Maintenance and call history to track service trends;
• Conduct monthly End-User CI performance reviews and trend analysis;
• Manage and act as single point of contact for Provider Subcontractors, End-User CI warranty providers, and other Third Party Providers identified by BJC;
• Provide advanced notification to BJC management of required OEM Device Upgrades or replacements;
• Provide adequate stocking of Systems, components, and peripherals at each Location to ensure replacement and repair of down Systems within the timeframes dictated by the Service Levels;
• Obtain end-user confirmation that Problem Resolution is complete;
• Provide end-user orientation on prevention of same Problem, when applicable;
• Validate Asset management fields including end-user profile updates, End-User CI Asset Tag, make, model, serial number, Location, etc., and update if necessary; and
• Report to BJC all deviations from the CMDB and AMS and from BJC Policies that are discovered during the on-BJC Service Location Support Incident.
• Communicate with BJC end-users in English, and be trained and versed in all required BJC processes, procedures, and policies.
• Manage Conventional Device inventories in the End User support depot, including:
• Accept Conventional Device deliveries to the depot and unpack as required;
• Promptly inform BJC of their receipt, any delays from scheduled receipt, and any delivery issues (e.g., incomplete quantities, damaged goods);
• Track all Conventional Devices that are delivered to and from the End User support depot within the Asset Management System (AMS);
• Managed an inventory of spare End User Devices for Configuration and same-day (advance replacement) shipping to End Users when required;
• Maintain an orderly and clean facility; and
• Comply with BJC s Conventional Device Support procedures or BJC s other directions regarding providing notices to BJC of restocking requirements (based on trigger levels set by BJC from time to time).
• If not feasible based on a remote Service Provider Personnel location approach, then provide other on-site Support in addition to the Support described above in this Appendix at BJC Service Locations as necessary to perform the Services within the required Service Levels.
• Provide onsite Support for Conference End-User CIs that reside in conference rooms at BJC Service Locations during team meetings and major events such as conferences and leadership meetings, including:
• Connectivity to Local Area Networks (including wireless access points);
• Connectivity to projectors and Support of projector functionality (including bulb replacements when necessary);
• Assistance with obtaining sufficient power strips;
• Configuration of audio-visual Systems; and
• Resolution of all Incidents related to the performance of End-User CIs residing in conference rooms.