Refresh Technican

Job Details and Requirements Section
1. Explain what the scope of the work/project is? Project Overview, deliverables (what is this person responsible for).
? Deploying new devices to existing users (Refresh)
? Deploying new devices to new users (New Hires)
? Recycling Old Devices
? Getting users to return old devices
? Deploying peripherals
? End User support when deploying devices or peripherals
? Weekly inventory
? **Should this person excel at these tasks, we want to give them more responsibility.

What does a typical day look like?
?
o
? Several appointments for PC Refresh
? Getting tickets assigned for New Hires, coordinating that timing and need with hiring mgr
? Deploying PCs for New Hires a few times a week
? Following up with users on returning their old devices
? Imaging devices (for now, we are moving to Autopilot this year)
? Deploying/mailing out peripherals
? End user support when deploying devices
? Weekly inventory

Describe work environment / team culture (supportive/collaborative, teamwork or individual contributor)?
Our team is supportive and collaborative, but the day-to-day work of this can largely be done independently. If a technician hits a snag they haven?t seen before, we strongly encourage teamwork. But otherwise, this role would work on tickets as they come in, and work with the end users of those tickets to ensure they have a smooth ?new hardware? experience.


What is the likelihood that the position will convert to a permanent opportunity?
That would be the goal with everyone here who exceeds expectations. Permanent opportunities can take 1-3 years to open up.

Candidate Detail Section
1. What are the top 3-5 skills and qualifications (technology/application/software, etc.) required? Are there any skills/certifications that the candidate must possess or would be nice to see?
o Experience with a ticketing system like ServiceNow
o Experience with remote support tools like CyberArk
o Some familiarity with Active Directory or Azure Active Directory/Intune
o Familiarity with Windows OS and the M365 suite (Excel, Outlook, Teams, etc.)

What non-technical skills are necessary (i.e., such as communication, problem solving, team player)?
Communication, Problem Solving and Taking Direction. Team Player and Professional Attitude.
Also:
Provide highly responsive tier 1 and 2 technical support to the contractors and employees of Xcel Energy in order to maximize technology availability and productivity. Provide prompt, courteous, and professional deskside, remote, and walk-up support to business customers. Act as an expert and point-of-contact for technology service requests, deployment, troubleshooting, and repair of desktop and laptop hardware, peripherals, and software. (e.g., MS Office Suite, Windows, internet, intranet, VPN, email, proprietary applications, etc.).

Ideal candidate background and how many years required?
Some background in end user support is good. 2 years would be the least amount of experience, unless the person is still in college. If in college/ graduating soon, we can consider them if they have some experience working in IT


Benefits:

York Solutions Offers a generous benefits package for eligible full-time employees:

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
  
• Delta Dental plan with 2 free cleanings and insurance discounts
  
• Eye Med Vision with annual check-ups and discounts on lens
  
• Life and Accidental Death Insurance paid by company
  
• John Hancock 401(k) Retirement Plan with discretionary company match
  
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
  
• Flexible work environment with some remote working opportunities
  
• Strong fun and teamwork environment
  
• Learning, development, and career growth