IT Service Desk Contractor - Full-time

Responsible for providing first level technical support, responding to incoming calls/emails and providing resolution when possible and escalation when required. This includes desktop / laptop computers, applications, phones, hardware, and printers. Responsible for basic account administration to address on-boarding and off-boarding processes and basic application deployment which may include limited end user training on applications. Provides off hours support as required by the business and supports small projects that are limited in scope.

Experience Required:  Basic technical knowledge of network and PC Hardware, including hands-on hardware troubleshooting experience and basic equipment support experience with Desktop Computers, Laptop.Notebook computers and Printers is preferred. 

Associate's degree or equivalent experience; educational concentration in Computer Science is preferred. 

Provides first level Call Center support. Responsible for answering calls in a professional, courteous, and helpful manner following standard procedures. Receives and responds to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems. Performs on-site analysis, diagnosis of technology related problems. Analyst will provide resolution when possible and escalation when required.

Provide basic application deployment through the use of company approved software distribution mechanisms. This may include limited end user training on applications.

Strict adherence to licensing and accurate inventory is required.

Perform Moves, Adds & Changes for all supported hardware. Ensure that equipment inventory is accurate and complete throughout this process.

Perform basic account administration for all systems to address user on-boarding and off-boarding processes. Maintain and monitor log-on and access rules, while ensuring that all systems follow current security policies. Identifies and responds to threats of information security.

Oversee activities as needed of Data Center operations such as data backup and restore, execution of production batch jobs, physical data center security, and systems monitoring. Ensure operation and service documentation (i.e. SOP, Schedules, internal procedures, etc.) are adequate and up-to-date.

Maintains up-to-date knowledge of business continuity and disaster recovery plans to ensure correct response in time of crisis.

Recommends and schedules, hardware and peripheral equipment improvements, upgrades, and repairs. Accurately documents instances of hardware failure, repair, installation, and removal.  All quality and regulatory procedures and documentation requirements must be followed.

Ensure all processes relevant to the sphere of the responsibility are fully documented and up to date.

competencies : Communicates Effectively

Customer Focus

Manages Complexity

Situational Adaptability

Plans & Aligns

Tech Savvy