IT Desktop Support Engineer

On-site IT Desktop Support Engineer focused on end-user computing, asset lifecycle management, VIP and field support across customer facilities, and incident resolution.

Responsibilities

• Support the Standard Operating Environment (SOE) image for Customer's Standard Workplace Device in line with Customer Standards.
• Oversee the quality and timeliness of installs, moves, adds, and changes for all Supported Workplace Devices and Supported Workplace Software across all Supported Customer Sites.
• Use request data and reports to verify device delivery for projects and other requests.
• Manually install the SOE Image wherever required.
• Provide hardware and software incident resolution for Supported Workplace Devices, including dispatch, leveraging vendor warranties where possible at Supported Customer Sites.
• Perform physical support activities for all Supported Hardware at Customer Facilities, including management of on-premises stock for receiving new and decommissioned hardware and devices.
• Soft asset disposal of old equipment.
• Coordinate with the client’s hardware disposal vendor for hardware disposal of old equipment.
• Maintain the Asset Management system based on movement and deployment of equipment.
• Provide dedicated, proactive desk-side support for selected End Users as described in the Service Description.
• Provide onsite 12x5 VIP desk-side support at designated Customer Facilities.
• VIP personnel proposed for onsite VIP support functions must be presented to staff supporting C-Level Customer VIPs and approved before assignment.
• Offer an enhanced level of service with higher priority for Tickets and Incidents to VIPs (executives).
• Support VIP End User onboarding and offboarding activities.
• Support VIPs at executive-level events at hotels and Customer sites (Board Meetings, Investor Calls).
• Update the IT Service Management tool to reflect completion of Service Requests or resolution of Incidents.
• Provide onsite Level 2 and 3 support to resolve Incidents when requested by L2/L3 teams.
• Provide hands-and-feet support for asset inventory lifecycle for all Supported Workplace Devices and Supported Workplace Software, including printers, mobile devices, tablets, laptops, scanners, and card readers.
• Ensure continuity between asset records through lifecycle, including spare devices stocked at Customer Facilities or Provider Delivery Locations.
• Provide Level 2 support for conferencing equipment within conference rooms at Supported Customer locations.
• Provide hands-and-feet ad-hoc consulting support as requested.
• Field support and dispatch services including IMAC, technical support and break-fix, software re-imaging, workstation and peripheral support, office equipment support, printer support, printer settings configuration, third-party printer repairs, paper jam removal, audio-visual support, health checks and vendor escort, with additional scope items to be confirmed.
• Exiting Employees: Collect computer hardware from exiting employees.
• Exiting Employees: Collect cellular devices.
• New Hire/First Day Ready support: Coordinate with new joiners for any required onboarding support.
• Disposal: Soft Asset Disposal services (single wipe pass and storage of asset at Customer facility) provided by dedicated FTEs at dedicated locations.
• Disposal: Hard Asset Disposal - Provider coordinates with Customer's asset disposal vendor for hard asset disposal.

Requirements

• Ensure that only trained engineers with required security clearances from ADSL and Customer are deployed to in-scope locations.
• Ensure the primary engineer turns up on site for in-scope service requirements; if not, a backup engineer may be dispatched.
• ADSL/Customer reserve the right to interview dedicated primary engineers; provider will provide alternatives as required based on requests.
• Maintain continuous availability of support personnel at agreed DSS Customer locations; if unavailable, provide backup personnel on site to meet service levels.
• Administer, manage, and execute requests for Customer Equipment and software submitted by Customer Users in accordance with Customer policies, including verifying entitlement and advising management on non-conformance.
• Provide life-cycle support from procurement to end-of-life disposal, including validating entitlements, coordinating with vendors for spares, installing, tracking, recovering, redeploying, and disposing of assets.
• Coordinate with internal or Third-Party Service Providers to deliver remote hands-and-feet support for End Users, Network and Server issues.

Technologies

• ServiceNow

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Process Activities and Tools

• Incident management
• Request fulfilment
• Deskside intervention for software deployment as needed
• IMAC (Deskside) and break-fix installation of devices
• Move and configuration change
• Asset management
• Configuration Management

Tools Provided by ADSL

• ServiceNow for Provider support teams

General End User Computing Services

• Provider shall perform in-scope services as defined, and manage lifecycle services including inventory management, asset management reporting, warranty support coordination using existing Customer contracts, recovery, redeployment, preparation for disposal, and on-site support for Equipment while complying with Customer processes or working with Customer designated Third Parties.

Services Requirements

• Assist image deployment services that adhere to Customer End User Computing requirements, including changes and refreshes of technology by Equipment and Software Providers; changes completed within Customer guidelines and change management processes.
• Coordinate with internal or Third-Party Service Providers to provide remote hands-and-feet support for End User, Network and Server issues.
• Ensure only trained engineers with required security clearances from ADSL and Customer are deployed to service users in in-scope locations.
• ADSL/Customer reserve the right to interview dedicated primary engineers; provider will supply alternatives as requested.
• Provide continuous availability of support personnel at dedicated DSS Customer locations; backup personnel must be available on site as needed to meet service levels.
• Administer and execute requests for Customer Equipment and software, verify entitlement, and advise management on non-conformance.
• Provide lifecycle support from procurement to end-of-life disposal, including coordinating with vendors for spares, installation, recovery, redeployment, and disposal.

Pay

• $23.00 - $24.00 per hour

Work Location

• In person on-site

Exiting Employees

• Collection of computer hardware from exiting employees
• Collection of cellular devices

Disposal

• Soft Asset Disposal (single wipe pass and storage of asset at Customer facility) provided by dedicated FTEs at dedicated locations
• Hard Asset Disposal - Provider coordinates with Customer's asset disposal vendor for hard asset disposal

New Hire / First Day Ready Support

• Coordinate with new joiners for any required onboarding support to start

VIP Support

• Provide onsite 12x5 support to VIPs at designated Customer Facilities
• VIP personnel must be presented for interview and approval before assignment by staff supporting C-Level VIPs
• Provide enhanced service to executives with higher ticket/incident priority
• Support VIP onboarding and offboarding for End Users
• Support VIPs at executive-level events at hotels and Customer sites
• Update IT Service Management tool to reflect completion of service requests or incident resolutions

Conference Room Support

• Provide Level 2 support for conferencing equipment in conference rooms at Supported Customer locations

Ad-Hoc Consulting (Discretionary Services)

• Provide hands-and-feet ad-hoc consulting support as requested

Field Support Dedicated and Dispatch Services

• Installs, moves, adds, changes (IMAC)
• Technical support and break-fix
• Software re-imaging
• Workstation and peripheral support including printers, mice, keyboards, monitors, scanners
• Office equipment and printer support, printer settings configuration, third-party printer repairs, paper jam removal
• Audio-visual support, health checks, and vendor escort
• Escort vendors to conference rooms for break-fix
• Additional scope items to be confirmed