Deployments Technician

Job Description

Job Description

Description:

**This is a short-term position with the potential for full-time employment**

COMPANY

Parachute Technology is a Managed IT Service Provider. We have a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations with 20 - 200 employees located in the San Francisco Bay Area. Many clients have national and international remote offices. Our primary headquarters is in San Ramon, CA.

POSITION

This position is at our company Headquarters and reports directly to the IT Deployments Team Lead. This individual will be knowledgeable of computer deployment processes for both PC and Mac. This role will entail new computer setups, speaking with clients over the phone, updating tickets, maintaining documentation, and assisting across departments with client requests. A proactive, customer-focused mindset will be essential in this role.

Responsibilities include, but are not limited to:

Onboarding and Offboarding Workflows:

• Creating new user accounts for client new hires.
• Procuring and provisioning licenses.
• Disabling access and accounts for departed users.
• Following up with clients to turn computers back into inventory.

Computer Setup Workflows:

• Work with deployments dispatcher to help schedule and prioritize tickets.
• Coordinate with the service desk on tickets escalated to computer replacements tickets.
• Coordinate with users to obtain credentials and verify details of replacements/refreshes.
• Install agent, complete baseline setup and redispatch for overnight setup.
• Troubleshoot issues with agents and remote access.
• Remotely image and re-image computers as needed.
• Perform in-house and onsite computer setups remotely.
• Maintain and monitor client communication throughout the computer setup process.
• Install applications, configuring settings and creating user profiles.

Inventory Management:

• Update computer configuration information into ConnectWise inventory systems.
• Work with the deployment dispatcher to select client stock for setups.
• Add, maintain, and remove the inventory across ITG, Continuum, JAMF and ConnectWise.

Shipping and Receiving:

• Redispatch computer setup tickets for shipping.
• Ship computers on time to clients for new computers, repair, and refresh requests.
• Email requesters a confirmation email informing them of shipping tracking numbers.
• Follow up with the shipment verifying the computer was successfully delivered.
• File claims with FedEx on lost packages.
• Coordinate and schedule courier deliveries for emergency shipping.
• Communicate shipping delays and issues with clients.
• Open tickets with FedEx when packages are delayed or lost.

Computer Repairs:

• Troubleshoot issues with returned computers.
• Identify issues to be fixed under warranty.
• Work with vendors to repair computers.

QUALIFICATIONS AND SKILL REQUIREMENTS

Oral Communication: speaks clearly and persuasively; listens and asks for clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication: writes clearly and concisely; edits emails and all systems/documents for spelling and grammar; varies style to meet needs and audience; presents numerical data effectively.

Problem Solving: identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group-solving situations.

Business Ethics: treats everyone with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.

Team Builder: balances team and individual responsibilities; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.

Analytical Skills: Ability to use thinking and reasoning to solve a problem.

EDUCATION AND EXPERIENCE

Education

• Associate's Degree Required, Field of Study: IT or related technical field
• Bachelor's Degree Preferred, Field of Study: IT or related technical field

Experience: 1+ years of experience in IT support. 1+ years of experience in customer service.

Certifications & Licenses: IT industry certifications are preferred: Microsoft MD-100, MD-101, CompTIA A+, CompTIA Net+