Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
Preventative maintenance (e.g., lifecycle);
Troubleshooting HW issues on end user devices;
Proper utilization of ServiceNow;
ServiceNow queue management and Ticket follow-up;
Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
Critical project support that involves hardware and/or high-touch user experience;
Perform comprehensive site hardware asset inventory;
Maintain consumable device inventory count;
Conduct spare part and loaner pool management;
Support IMACR/D requests;
Engage OEM for warranty repairs and follow up on status;
Escort OEM technicians onsite when needed.
Assist client with physical support for incidents related to network, datacenter, and other activities as requested.
Work on child ticket as assigned by Level 2/3 client-provided technical staff.
What you need to succeed:
Knowledge of multiple manufacturers and operating systems.
Excellent troubleshooting capability.
Ability to work in a team environment as well as independently.
Ability to communicate technical information -technical audiences.
Excellent verbal and written communication skills.
Ability to complete assignments with no supervision.
Ability to search internally/externally for support information.
Customer-oriented attitude.
Ability to travel locally and in-state to support other sites, if applicable.
Valid driver's license and proof of auto insurance, if travel is required.
Attendance and schedule adherence are requirements of this position.
This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment.
Knows and applies fundamental concepts, practices and procedures of particular field of specialization.
