Desktop Support Technician

On-Site Support Analyst

Pay Range: $19.00hr - $24.00hr

Requirement/Must Have:

• Complete GET IT training for On-Site Support Analysts.
• Comply with Quality, Health, Safety and Environment policies and IT policies.
• Technical knowledge of COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support.
• Experience with hardware break/fix including audio/visual equipment, connectivity, copiers, fax, printers, scanners, and digital signage.
• Knowledge of staging PCs using SRSS and/or Autopilot.
• Ability to perform manual O/S imaging, installation, configuration, and upgrades on laptops.

Responsibilities:

• Provide second-line investigation and diagnosis after Service Desk.
• Resolve and close incidents and service requests as per procedures and allocated timelines.
• Perform hardware repair and upgrades.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure tickets are always updated until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Perform staging of PCs and manual O/S imaging.
• Provide physical support for Network Refresh Activities.
• Manage user on/off boarding process activities by delivering new laptops and taking custody of returned units.
• Provide smart-hand support for AV rooms, network, and facilities.
• Manage e-waste processes including data wiping and clean-up.
• Coordinate and follow-up with OEM Vendors.
• Support the use of mobile devices to ensure user activation.
• Provide technical support for configuring field connectivity with VSAT.
• Maintain Teleport hardware to ensure field connectivity is in optimal condition.
• Provide hardware support for Printing Server Infrastructure including additions, changes, or removals.
• Support Data Server hardware adjustments and storage service infrastructure.
• Coordinate regular UPS system maintenance with the location facility coordinator.
• Support ePACS Server Infrastructure hardware modifications.
• Manage IT hardware disposal including inventory audits, packing, and removal in compliance with regulations.
• Support HR with the on/off-boarding process for new hires ensuring PC tracking.

Skills:

• Desktop Support.
• Hardware Repair.
• O/S Imaging.
• Troubleshooting.
• Active Directory.
• Office 365.
• VSAT.
• UPS Maintenance.
• Asset Management.
• AV Support.