IT Desktop Support

The Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure in-person at a manufacturing facility in Fairport, NY. This position may require the candidate to be available for on call 24/7 coverage. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10/11 and MS Office suites(2010/2013/2016/O365). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes., * Familiarity with Active Directory

• Limited support for corporate mobile devices
• Familiarity with cloud applications (Microsoft and 3rd party)
• Troubleshooting Cisco VPN connectivity
• Remediating/minimizing malicious code and computer viruses
• Remote connection/utilization
• Imaging and deploying PCs for end users
• Asset lifecycle management skills
• Various browser support (IE, Chrome, Safari, etc.)
• Installation/configuration of various software packages
• Installation/configuration of Security Software
• Printer/driver troubleshooting & installation
• IPT based Telephony Device Management
• ServiceNow (ticket management) utilization
• Deployment, configuration, and support of standard IP telephony
• Hardware ordering and inventory management
• Limited support for Mac OS and hardware
• Additional responsibilities may include: o Documentation (records) management o On-boarding (Training) of new hires o Conference room support o Vendor engagement (as needed) o Project interaction/participation o Customer scheduling/follow-ups o End user equipment moves (disconnect/reconnect) o Cross-team interaction and collaboration o Standard device imaging via USB/PXE server(s) o Smart-Hands tasks/functions to physically assist other IT teams

Meeting Support: Works across the media team, corporate events, and IT for meeting support and problemresolution.

• Performs testing, monitoring, analysis, diagnosis, and resolution of performance, technology, and process related problems.
• Troubleshoots issues and engaging/assigning to the correct Team/Assignment Group

• Knowledge of conference room audio and display devices Smart Hands: (note: Some sites have a dedicated network team to perform some of the duties below)

• IT hardware installations
• IT supported equipment component removal and installation

• Power cycling IT Equipment *Onsite/offsite technical assistance and troubleshooting

• Providing remote console access
• Escort IT Vendors for other IT Teams (where permitted)
• Procurement of IT goods and services
• Receiving/shipping of IT goods
• Ensures discreet handling of all business and maintains the highest level of confidentiality
• Prioritizes duties and works on several tasks simultaneously
• Demonstrates flexibility and willingness to change priorities at a moment’s notice

*Associate degree (preferred), minimum is HS Diploma or GED with relevant experience ** At least 1- 3 years Hardware Experience (beyond imaging/deployment)