Desktop / Field Support Technician

We are looking for Desktop / Field Support Technician for our client in Schenectady, NY

Job Title: Desktop / Field Support Technician

Job Location: Schenectady, NY

Job Type: Contract

Job Overview:

Pay Range: $19hr - $24hr

Requirement/Must Have:

• 1+ years of experience in providing technical support.
• Strong verbal and written communication skills.
• Ability to travel to remote locations and have own vehicle.

Responsibilities:

• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communication.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement.
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional, user-facing updates.
• Provide site support in remote offices when required.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Ensuring regular customer interaction to adhere with update SLAs and high levels of customer service.
• Providing daily ticket updates to ensure users are fully updated on updates.
• Move equipment associated with service requests, in line with health and safety guidelines.
• Performing asset inventory activities as needed.
• End user training and guidance on the use of hardware and software.
• Recommends and/or performs upgrades to end user devices.
• This position requires the ability to work in a BAU and/or project-based environment requiring flexibility and teamwork.

Skills:

• Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology.
• Must possess a diverse skill set that enables them to address a wide range of issues independently.
• Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.
• Capable of deploying or redeploying required OS images and builds on compatible legacy hardware.
• Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management.
• Capable of ensuring device health is monitored, reported and remediated.
• Capable of maintaining OS currency using established processes leveraging Service Rings.
• Capable of performing Routine Technology Health Checks and providing in-person services for items in the relevant service catalogue.
• Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles.
• 24x7 availability, to be provided for the duration of the Major Incident.
• Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands.

Qualification And Education:

• Possess the skills, qualifications, and experience necessary to perform the work to high professional standards.
• Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile.
• Digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.
• Event Support: Audio and Video Readiness, Event Planning, Communications.
• VIP/Exec level support capability.
• Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations.
• IT Software/Hardware Asset Management.