Technician Standard III

Technician Standard III - PC Provisioning Analyst

Position Summary: Duration: 6 Months Long Term extensions Location: Washington, DC 20433 (100% Onsite)

Job overview: The PC Provisioning Analyst ensures that all services provided by the Provisioning Program are delivered within the agreed Service Level Agreement set in place. The incumbent will be responsible for imaging, QA and Provisioning of all PC devices in addition to remote assistance to CLIENT staff to enable Day 1 Provisioning of devices dispatched by the PC Provisioning team.

Essential Job Functions:

• Unbox, image, box and provision PC devices to all CLIENT staff
• Assign ServiceNow requests and all related tasks to Analysts in the team. Maintain agreed upon SLA and OKR for all assigned work and work to maintain exemplary work ethic in the team
• Schedule appointments with CLIENT staff to confirm Day 1 Provisioning including setup of Email, Office, Biometrics, Applications and more
• Ensure Service Level Agreement is maintained on a daily basis
• Scan all received equipment, imaging computers with a CLIENT standard image, delivery and setup of PC request
• Monitor PC Provisioning queue, and maintain lowest individual pending ticket count
• Ensure that all PC requests fulfilled are within the PC Provisioning policies and guidelines of the CLIENT
• Confirm accuracy of all asset management related systems including physical inventories
• Follow established and tested process and procedures provided by the CLIENT Team Lead
• Validate Provisioning through defined quality assurance procedures
• Ensure work environment is maintained (clean, organized, and safe)
• Provide weekly statistics to CLIENT Team Lead on a regular basis, or on demand
• Troubleshoot PC Operating System and Hardware issues as needed

Educational Qualifications and Experience: Education: Bachelor's degree preferred Role Specific Experience: 2+ years of work experience relevant to the duties and accountability of the position Experience in IT Customer Service, Technical Troubleshooting, IT Asset Management and IT Device Provisioning and Support Experience with the Client standard operating systems and tools, including but not limited to: Windows, ServiceNow, M365, Outlook Required Skills/Abilities:

• Proficiency in MS Excel and PowerPoint (MS-Office skills), ServiceNow, Client relationship management
• Advanced knowledge of hardware and software products, and problem solving/troubleshooting skills
• Advanced knowledge of office technology hardware (PC's, printers, etc.)
• Willingness and ability to exhibit pleasant, professional, and courteous workplace etiquette
• Excellent verbal and written communications skills
• Excellent administrative skills: organized, efficient, detail oriented, and versatile
• Excellent customer service approach to dealing with people at all levels
• Accountability towards team objectives
• Ability to assemble and configure typical equipment configurations for PCs or laptops
• Ability to function well in a team-based environment, and to contribute to common goals
• Ability to perform all responsibilities of all analysts and maintain productivity at all times

• Desired Skills/Abilities: ServiceNow

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."