JOB Description – DSS/FSO Technician Level 2

General Description:

· Provide customer facing end-user support that includes:

- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

- IMAC support including large scale/bulk office moves/re-stack activities (all moves)

- Support for Operating System, base load software, MS Office suite and other business application

- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

- Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

- Support for the Mobility devices (Android/iOS/iPhone/iPads)

- VIP and home-based office (HBO) user support

- Imaging/Re-imaging end user systems on approved tickets

- Supporting End User Device Lifecycle Management as per Client policies and procedures

· Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

· Perform managed print service invoicing/meter read/polling report verification

· Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

· Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

· Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

· Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.

· Provide On-call support if required outside business hours on a rotational basis

· Provide technical orientation and training for new Client employees on existing systems and software

· Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

· Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

· Provide weekly reports as requested by Customer

· Implement best practices in the stores to resolve issues

· Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services

· Participate in team projects as requested.

· Support End-User data backup, storage and recovery Services for all End-Users

· Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.

· Provide Smart Hands and Eyes Support - Support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet Client computing requirements and per Client policies and procedures.

· Provide Smart Hands and Eyes Support for servers, network and security devices in site locations, as per Client policies and procedures.

· Provide concierge services as required by local staffing, including:

- Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC

- Setting customer expectation ahead of possible allocation of case to ITSC agent if required

- Supporting customers on issues with Peripherals, and BYOD devices

- Provide information on IT/Client products and services

- Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)

- Software installation/troubleshooting

- Mobile Device Management and Mobile Application Management

- Support for Wireless connectivity, resolving performance issues, providing device connectivity and “value add” consultation for short “how to questions”.

Minimum experience - 6 - 8 years of technical experience in Desktop and Technical Support, Service Delivery including 2-3 years of experience in Medical Care/Hospital FS/IT Management.

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell) and ITIL Certification would be an added advantage on this role.

Job Type: Contract

Salary: $22.00 per hour

Schedule:

• 8 hour shift

Experience:

• Customer support: 4 years (Preferred)
• iOS: 4 years (Preferred)
• Windows: 6 years (Preferred)

Work Location: On the road

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