Help Desk Technician (Phoenix)

Description:

• Responsible for supporting the deployment, setup, configuration, and quality assurance for the Desktop Refresh Project (DRP).
• The DRP consists of laptops, desktops, monitors and peripherals that will need to be deployed to 30+ departments in a scheduled manner.
• The team member will assist in updating the ServiceNow Asset Management (SNAM) portal with required details.
• The team member will assist in analyzing the current SNAM data and correcting it within their limits of responsibility or providing the Asset Manager with the corrections needed.
• This role will work closely with the department liaisons for logistics and scheduling, and full-time Service Desk representatives for configuration and troubleshooting of issues.
• The team member will also be responsible for product inventories, processing device recycling requests and handling one-off issues as they arise.

Skills Required:

• Image/ Reimage Laptop-Desktops.
• Manage Outgoing and Incoming Inventory.
• Move equipment to multiple locations.
• Complete break-fix and quality assurance checks.
• Install applications locally and through Microsoft SCCM.
• Assist customers in first-setup activities for outlook, network and local printers, 3rd party software, etc.
• Resolves technical problems and answers queries by telephone or self-service ticket in support of customer computer hardware, software, network, system/application access, and telecommunications systems.

Experience Required:

• Proficient with active directory to add, move and change objects within containers.
• Previous experience with IMAC (Install, Move, Add, Change) within a Windows PC environment.
• Working knowledge of PC hardware and the ability to identify proper devices and configurations based on customer need.
• Working knowledge of ServiceNow.
• Understanding of Asset Management and Configuration Management
• Strong knowledge of inventory process controls in a warehousing/distribution environment.
• Strong verbal and written communication, including ability to teach basic computer principles in Windows 10 and Windows 11.
• Experience with enterprise level service desk ticketing systems.

Education Required:

• High school diploma