Boeing IT Assistant

Monitor queues for Incidents or Service requests that require resolution. Escalate to level 2 and level 3 teams in case assistance is required to resolve any issue.

Update the existing Customer Standard Operating Procedure (“SOP”) manuals, with the customer’s approval, based on an agreed-upon frequency to reflect changes to the existing processes.

Assist in end-user onboarding for remote Users for those tasks that cannot be fulfilled locally by deskside technicians through the LMI Rescue tool.

Prioritize work based on the Priority of the Ticket, which is aligned to impact and severity. Track aging and open tickets and service requests. For open tickets requiring spares and accessories, work closely with the Customer’s asset management team in organizing such spares and accessories.

Follow the approved SOP manual (e.g. desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender of equipment). Wipe and sanitize hard drives in accordance with the approved SOP manual.

Deliver devices to the Customer’s device-as-a-service (“DaaS”) vendor for disposal. Perform ticket lifecycle management documenting work notes related to Incident resolution and attaching the relevant knowledge articles used to solve the issue.

Isolate system issues; diagnose standard software issues & report hardware issues to respective third-party vendors.

Provide End-user assistance in submitting Service requests.

Track and report the status of installs, moves adds, and changes (“IMAC”) requests.

Install new or enhanced functions or features: hardware, software, peripherals, and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations).

Perform proactive and regular checks for assets installed in meeting rooms from a readiness perspective. Assist the level 3 team in carrying out various tests.

Transfer user data on an as-needed basis.

Create and modify knowledge articles on issues that have been resolved. Set up hardware for new End Users.

Quarantine virus from respective desktop/laptop with the Customer antivirus software as per the guidance from the Customer central security team.

Provide hardware support to desktops, laptops (Windows), and thin clients.

Fulfill software installations/changes that cannot be automated for remote installation.

Perform hardware imaging, deployment, and repair management services.

Provide operating System (“OS”) & standard software support (Core load, Windows 10) on desktops.

Install and provide first-level support on business-specific Applications, installing Applications and upgrades.

Perform the following when de-installing equipment: de-tag equipment, erase and dispose of data and information residing on hard drives, wipe and sanitize storage media, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to be sent to the Customer designated third party vendor for collection and disposal, follow Department of Defense wipe process as documented in the SOP manual, in cooperation with the DaaS vendor.

Follow-up with a designated third-party vendor on hardware device replacement where needed.

Steady-state asset refresh (does not include project activity of bulk device replacement).

Image backup of assets for terminated Users will follow the process described in the SOP manual and store such backups on Customer-provided infrastructure.

Work with DaaS provider to follow Customer processes for end-user asset management.

Set up and configure smartphones for Customer End Users by installing Customer corporate Applications and transferring data between old and new smartphones.

This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Citizen”., Must be able to work 20 hours a week

Capacity to understand and communicate operational concepts and best practices.

Demonstrates executive presence, poise, commitment, and character.

Physical Requirements Ability to communicate with others and accurately exchange information