IT Desktop Support Engineer

Manage onsite desktop support for a 100% warehouse and production environment in St. Peters, MO.

Responsibilities

• Support a Standard Operating Environment (SOE) image for customer standard workplace devices in line with customer standards
• Coordinate the quality and timeliness of installs, moves, adds, and changes (IMAC) for supported workplace devices and software across supported customer sites
• Use request data and reporting to confirm device delivery for projects and other requests is on track
• Perform manual SOE image installation when required
• Provide incident resolution for supported workplace devices, including dispatch and leveraging vendor warranty where possible
• Handle physical support activities at customer facilities, including:
  • Managing on-premises stock locations for receiving new and decommissioned hardware
  • Assisting with soft asset disposal and coordinating with the client hardware disposal vendor for hardware disposal
  • Updating the Asset Management system based on equipment movement and deployment
• Deliver proactive desk-side support for selected end users per the service description
• Provide onsite 12x5 VIP support at designated customer facilities
• Offer an enhanced service level (higher priority tickets/incidents) for executive VIPs
• Support VIP onboarding and offboarding activities
• Support VIPs at executive-level events at hotels and customer sites (for example board meetings and investor calls)
• Update the agreed IT Service Management tool to reflect completion of a service request or resolution of an incident
• When requested by L2/L3, provide onsite support to resolve incidents
• Provide hands-and-feet support for managed, current, and customer-approved asset inventory including:
  • Printers, mobile devices, tablets, laptops, scanners, and card readers
• Coordinate with the customer’s existing provider to maintain continuity of asset records through lifecycle stages from received to decommissioned, including spare devices stocked at customer or provider delivery locations
• Provide Level 2 conferencing room support at supported customer locations
• Perform ad-hoc hands-and-feet consulting support as requested
• Support lifecycle services including inventory management, assisting with asset management and reporting, warranty support coordination using existing customer contracts, recovery, redeployment, preparation for disposal, and onsite equipment support while following customer processes and policies (or designated third parties)
• Assist with image deployment aligned to customer end user computing requirements, including compliance with or improvement (subject to customer review/approval) of equipment and software technical specifications and technology refreshes
• Complete changes within customer guidelines and in compliance with the customer change management process
• Coordinate with internal and 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 are dispatched to service users in in-scope locations
• Ensure the primary engineer attends onsite; if unavailable, dispatch a backup engineer for in-scope service requirements
• Administer and execute requests for customer equipment and software in accordance with customer policies and procedures, including verifying user entitlement and advising management on non-conformance
• Provide lifecycle support from procurement assistance through end-of-life disposal, including validating entitlements, sourcing spares with vendors, installing, tracking, recovering, redeploying, and disposing of assets

Requirements

• 5 years of dedicated desktop support experience (not primarily help desk or remote-only)
• Device imaging and deployment experience (for example SCCM, Intune, PXE, or similar)
• Outlook and Exchange administration/troubleshooting
• Printer administration and troubleshooting
• Hands-on hardware troubleshooting for laptops, desktops, and printers in a warehouse or industrial setting
• ServiceNow experience including CMDB and asset management (not just basic ticketing)
• Comfort working onsite in a warehouse environment day to day
• PPE and specific shoes needed (provided by the client)
• Strong understanding of incident vs service request, P1 to P4 prioritization, and Response vs Resolution SLA
• Experience supporting handheld scanners, vehicle mounted units, and label printers is a plus

Tools & Technologies

• SCCM, Intune, PXE
• Outlook, Exchange
• ServiceNow, CMDB

Location

• 100% Onsite St. Peters, MO (warehouse and production environment, not a corporate office setting)
• Shift: 8:00 AM to 5:00 PM
• Work mode: In person

Pay

• $24.00 - $26.00 per hour

Benefits

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

Field Support Scope (Dedicated Dispatch)

• Installs, moves, adds, changes (IMAC)
• Technical support and break-fix
• Software re-imaging
• Workstation and input device support (mouse, keyboard) and peripherals (monitor, scanner, printer)

Audio-Video Support

• Periodic health/sanity checks of conference rooms
• Escort vendors to conference rooms for break-fix support

Disposal

• Soft Asset Disposal: single wipe pass plus storage of the asset at the customer facility (provided by dedicated FTEs at dedicated locations)
• Hard Asset Disposal: provider coordinates with the customer’s asset disposal vendor for disposal

Tools Provided by ADSL

• ServiceNow for provider support teams

Application Question

• How soon can you join the project on clearing the interview successfully?