Desktop / Field Support Technician

We are looking for Desktop / Field Support Technician for our client in Hopewell VA.

Job Title: Desktop / Field Support Technician

Job Location: Hopewell VA

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 3+ years of relevant experience.
• A+ Hardware certification.
• Microsoft certification (preferred).
• ITIL certification (preferred).
• CCNA certification (preferred).
• Experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency in Windows OS, MS Office, O365, Mac OS (preferred).
• Experience with ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management).
• Excellent communication skills.

Responsibilities:

• Troubleshoot and resolve end users' IT issues in their PCs (Desktop, Tablet), Mobile phones, Printers, and other IT Devices in users' environments.
• Support installations, moves, adds, changes, and disposal (IMACDs) requirements.
• Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC Equipment, Software, and related Services at designated Customer Sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs.
• Recreate and document the processes to enable IMAC execution for each Software and/or Equipment Component.
• Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests.
• Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.
• Communicate with Authorized Users if there is any issue with an IMACD related Service Request.
• Conduct or confirm a Site survey has been conducted to determine the location(s) of the IMAC and any special requirements.
• Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the scheduled date(s).
• Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location.
• Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT.

Skills:

• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment.
• Hands-on experience with imaging and reimaging the Windows Operating system for Desktop and Laptops.
• Ability to move/lift/carry up to 50 lbs of weight.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Ability to use remote desktop connectivity applications.
• Working knowledge of imaging utilities such as Ghost, SCCM, etc.
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant experience with Microsoft Windows operating systems.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced-level skills in the Microsoft Office Suite.

Qualification And Education:

• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency in the installation of desktop software and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Strong proficiency in creating and referencing documentation and knowledge articles.