Site Support Technician
Role details
Job location
Tech stack
Job description
PC Support
- Deliverables
o Monitor track all Incidents across all SNOW queues for North America.
o Diagnose and resolve incidents using documented procedures to perform responsibilities
o Monday - Friday 8 hour day onsite technical support (On-call and off hours when needed)
o New hire hardware setup and implementation
o Test assets to ensure proper functionality
o Install, repair, and conduct preventative maintenance of all laptops and desktops across North America
o Dell warranty management\coordinating with Dell for replacement hardware
Asset Management
Objective: To monitor and manage assets (laptops, printers and peripherals) that support day to day operations supporting NA SITS sites.
Deliverables
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Inventory of Windows based assets and peripherals
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Updating Hardware Asset Management
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Windows based assets
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Depot - Per Segment/Site asset tracking
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Assigning (profile & imaging)
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Replacement (End of Life)
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Break/Fix - asset needs repairing based on warranty status
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New Hire and Business segment moves
o Shipping and Delivery - New Hires, Replacements, Segment moves, Leavers (Exited employees) , Inactive asset support
o Reporting - standard In/Out stock inventory status of replacement and Depot asset inventory
o Disposal of Hardware management
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PC Lifecycle
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Procurement through disposal
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Expectation that refresh is included in this
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Software Support and Installation
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OS Imaging on computers
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Deployment of software through automated tools and manual installs
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Install and test desktop software applications and internet browsers.
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iOS system and mobile app support
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Procurement/installation of approved software
Audio/Visual Support
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Maintenance and Testing of windows-based systems
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Trouble shooting issues or re-imaging windows-based systems if needed
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Training users on scheduling meetings and conference room software/hardware.
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Executive full meeting support
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Quality Control / Conference room Health Checks
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Coordinate 3rd party Vendor for updating conference room AV equipment
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Coordinate 3rd party Vendor for conference room installation of AV equipment
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Coordinate 3rd party Vendor warranty work of installed AV systems
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Providing live support for townhall conferences
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Troubleshooting wall mounted EVOKOS
Network Infrastructure Support
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Server Hardware Support Replacements
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Procure HDD replacement and install for servers per request/coordination of server team.
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Procure servers, rack and stack per request/coordination of server team.
Smart Hands Support
Core Services
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Depot Services
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OS Imaging and software installation
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Delivery of hardware and peripherals to customer
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Advanced replacement of hardware components to resolve break/fix incidents escalated to the Depot support queue.
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Coordinated refresh/replacement for North America users
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Managed of assets of several segments for above purposes.
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3rd Party Coordination
o Vendor/partners
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Digital Genius Sessions
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MS Teams
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Support definition
o i.e. - Okta Support/Expectations
Project Support
Objective: To successful provide project management support for out of scope operations request including:
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overseeing the successful completion of projects
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setting targets for milestones, adhering to deadlines and allocating resources
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Delegating tasks on the project to TekSystems NA support team
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Make effective suggestions when presented with multiple options for how to progress with the project
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Serving as a point of contact/liaison between management and team (Management, Associates and Tek Management) ; (Tek Management /Technicians)
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Manage scope, schedule, risk, quality and resources of projects based on Inc/Tek defined scope of Project Management work responsibilities
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Managing end to end operations
Aim & Purpose - To provide support to IT projects and special request that do not fall under the daily operations support structure. Manage the end-to-end process and procedures completing the requirements on-time, within the budget and for the purpose of creating a better customer experience.
Benefits Identifications -
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Collaboration Improvement
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Improves Productivity and Reduces Workload
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Performance management
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Scope Description - Projects that require management of scope, scheduling, risk and quality control in support of the successful completement or enhancement of all NA Sites supported by the SITS NA IT Support team.
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In Scope - all projects as related to and in support of the SITS support contract
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Out of Scope - Areas of support that are not identified within the SLA of the TEKsystems contract
ITIL Process
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Incident/Request
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Change
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Asset
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Knowledge
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Security
Innovation
Aim & Purpose
To provide support to IT projects and special request that do not fall under the daily operations support structure. Manage the end-to-end process and procedures completing the requirements on-time, within the budget and for the purpose of creating a better customer experience., On-Site Communication Customer Service Performance Management Scheduling Operations Coordinating Management Automation Project Management Operating Systems Ability To Meet Deadlines Microsoft Office Time Management Full Stack Development Okta Troubleshooting (Problem Solving) Scope Management Reporting Tools Active Directory Procurement Milestones (Project Management) Quality Control Issue Tracking Technical Support Peripheral Devices Help Desk Support Asset Management Personal Computers Microsoft Teams Business Valuation Critical Illness Insurance Apple IOS Information Technology Infrastructure Library Project Implementation Team Management Business Transformation Software Installation Web Browsers IBM Hardware Management Console Software Project Management Asset Tracking Hardware Asset Management Self-Sufficiency Self-Starter
Requirements
Windows 11, windows, microsoft office, ticketing system, hardware/software, troubleshooting, Pc troubleshooting, Support, Desktop, Printers, Configuration, Customer service, audiovisual, rack and stack, mobile device, itil, Thin client, Help desk, Help desk support, Windows os, Active directory, Install, Imaging, asset management, software management, reporting tools, shipping & receiving, procurement, ios, android, mac, project execution, documentation writing, knowledge management
Top Skills Details
Windows 11,windows,microsoft office,ticketing system,hardware/software,troubleshooting,Pc troubleshooting,Support,Desktop,Printers,Configuration,Customer service,audiovisual,rack and stack,mobile device,itil
Additional Skills & Qualifications
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Team Player
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Time Management
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Self sufficient
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Self starter
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Excellent communication skills
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White Glove customer service skills
Benefits & conditions
This is a Contract position based out of Topeka, KS. Pay and Benefits
The pay range for this position is $20.00 - $25.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave)
