Desktop Support Technician

On-Site Support AnalystPay Range: $19.00hr - $24.00hrRequirement/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.