IT Deskside Support Smarthands Technician

• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs.
• Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention.
• Coordinate with higher level remote support teams and Supplier’s Service Desk teams for ticket resolution.
• Utilize Known Error Database (KEDB) to perform onsite support tasks.
• Participate in war rooms for critical incident management when required or at Customer’s discretion.
• Resolve incidents at end-users’ desks when resolution cannot be achieved by remote support.
• Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM.
• Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model.
• Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals.
• Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model.
• Follow the Customer’s requirements and procedures for escorting vendors and guests during facilitation of visits.
• Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s).
• Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution.
• Install and test replacement parts for supported devices.
• Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption.
• Coordinate physical move of end user devices within same office (performing physical move of end user devices outside of the office is out of scope).
• Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites.
• Desk side assistance for IT devices (laptop, desktop, and mobiles).
• Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing Customer provided List of Authorized Users
• Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools.
• Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue.
• Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging, storing the devices and spare parts at Customer provided facilities.
• Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements.
• Consult with Customer prior to and during ordering of new devices.

Local Support Tasks for Network and Server Smarthands include, but not limited to the following:

• Apply security patches to servers and network appliances per defined schedules.
• Install, monitor, and update antivirus software across supported infrastructure.
• Perform routine backup operations and verify backup integrity.
• Monitor backup job status and escalate failures to internal teams.
• Maintain hardware inventory for servers, network gear, and related infrastructure.
• Track and manage hardware lifecycle (procurement, deployment, decommissioning) for lifecycles not managed as a project.
• Support equipment moves involving servers, switches, or other infrastructure.
• Document and submit Management of Change (MoC) tickets for infrastructure changes.
• Create incident tickets for untracked or ad hoc work in the ITSM system.
• Collaborate with internal teams (e.g., automation, infrastructure, security) on shared tasks.
• Support Active Directory integrations (e.g., join domains, basic troubleshooting, file/share permissions).
• Monitor system health (CPU, memory, disk, network) and escalate anomalies.
• Perform basic server and network troubleshooting (e.g., connectivity, service restarts).
• Coordinate with equipment vendors for hardware diagnostics or replacements.
• Maintain documentation for recurring tasks, configurations, and escalation paths.
• Deskside support services and other duties as required.

• Requires minimum 5+ years of related work experience
• Knowledge of imaging and network / server monitoring tools (SCCM, MDT, Solarwinds, Meraki, APs)
• Knowledge of data backup and recovery tools
• Installing, upgrading, and migrating to Windows 10/11
• Deploying Windows 10/11 in large enterprises
• Configuring hardware and applications
• Configuring network connectivity
• Configuring access to resources
• Configuring mobile computing
• Monitoring and maintaining systems that run Windows 10/11, and Network and Server systems
• Experience with virtualization platforms (VMware / Hyper-V).
• Experience supporting OT / ICS / industrial environments.
• Understanding of OT cybersecurity and IT-OT separation principles.

Certifications:

• A+ Certification a plus
• Network+ Certification a plus

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Total Smarthand Experience in Deskside Support
• Experience/knowledge on the network-side