IT Site Support Technician

Position: IT Site Support Technician *HIRING ASAP*
Description
PC Support
Deliverables
o Monitor track all Incidents across all SNOW queues for North America.
o Diagnose and resolve incidents using documented procedures to perform responsibilities
o Monday - Friday 8 hour day onsite technical support (On-call and off hours when needed)
o New hire hardware setup and implementation
o Test assets to ensure proper functionality
o Install, repair, and conduct preventative maintenance of all laptops and desktops across North America
o Dell warranty management oordinating with Dell for replacement hardware
Asset Management
Objective:
To monitor and manage assets (laptops, printers and peripherals) that support day to day operations supporting NA SITS sites.
Deliverables
Inventory of Windows based assets and peripherals
Updating Hardware Asset Management
Windows based assets
Depot - Per Segment/Site asset tracking
Assigning (profile & imaging)
Replacement (End of Life)
Break/Fix - asset needs repairing based on warranty status
New Hire and Business segment moves
o Shipping and Delivery - New Hires, Replacements, Segment moves, Leavers (Exited employees) , Inactive asset support
o Reporting - standard In/Out stock inventory status of replacement and Depot asset inventory
o Disposal of Hardware management
PC Lifecycle
Procurement through disposal
Expectation that refresh is included in this
Software Support and Installation
OS Imaging on computers
Deployment of software through automated tools and manual installs
Install and test desktop software applications and internet browsers.
iOS system and mobile app support
Procurement/installation of approved software
Audio/Visual Support
Maintenance and Testing of windows-based systems
Trouble shooting issues or re-imaging windows-based systems if needed
Training users on scheduling meetings and conference room software/hardware.
Executive full meeting support
Quality Control / Conference room Health Checks
Coordinate 3rd party Vendor for updating conference room AV equipment
Coordinate 3rd party Vendor for conference room installation of AV equipment
Coordinate 3rd party Vendor warranty work of installed AV systems
Providing live support for townhall conferences
Troubleshooting wall mounted EVOKOS
Network Infrastructure Support
Server Hardware Support Replacements
Procure HDD replacement and install for servers per request/coordination of server team.
Procure servers, rack and stack per request/coordination of server team.
Smart Hands Support
Core Services
Depot Services
OS Imaging and software installation
Delivery of hardware and peripherals to customer
Advanced replacement of hardware components to resolve break/fix incidents escalated to the Depot support queue.
Coordinated refresh/replacement for North America users
Managed of assets of several segments for above purposes.
3rd Party Coordination
o Vendor/partners
Digital Genius Sessions
MS Teams
Support definition
o i.e.

- Okta Support/Expectations
Project Support
Objective:
To successful provide project management support for out of scope operations request including:
overseeing the successful completion of projects
setting targets for milestones, adhering to deadlines and allocating resources
Delegating tasks on the project to Tek Systems NA support team
Make effective suggestions when presented with multiple options for how to progress with the project
Serving as a point of contact/liaison between management and team (Management, Associates and Tek Management) ; (Tek Management /Technicians)
Manage scope, schedule, risk, quality and resources of projects based on Inc/Tek defined scope of Project Management work responsibilities
Managing end to end operations
Aim & Purpose - To provide support to IT projects and special request that do not fall under the daily operations support structure. Manage the end-to-end process and procedures completing the requirements on-time, within the budget and for the purpose of creating a better customer experience.
Benefits Identifications
- Collaboration Improvement
Improves Productivity and Reduces Workload
Performance management
Scope Description - Projects that require management of scope, scheduling, risk and quality control in support of the successful completement or enhancement of all NA Sites supported by the SITS NA IT Support team.
In Scope - all projects as related to and in support of the SITS support contract
Out of Scope - Areas of support that are not identified within the SLA of the TEKsystems contract
ITIL Process
Incident/Request
Change
Asset
Knowledge
Security
Innovation
Aim & Purpose
To provide support to IT projects and special request that do not fall under the daily operations support structure. Manage the end-to-end process and procedures completing the requirements on-time, within the budget and for the purpose of creating a better customer experience.
Skills
Windows 11, windows, microsoft office, ticketing system, hardware/software, troubleshooting, Pc troubleshooting, Support, Desktop, Printers, Configuration, Customer service, audiovisual, rack and stack, mobile device, itil, Thin client,…