It Support Technician

Responsibilities

• Monitor and track all incidents across all SNOW queues for North America.
• Diagnose and resolve incidents using documented procedures.
• Provide Monday – Friday 8‑hour day onsite technical support, on‑call and off‑hours as needed.
• New hire hardware setup and implementation.
• Test assets to ensure proper functionality.
• Install, repair and conduct preventative maintenance of all laptops and desktops across North America.
• Manage Dell warranty and coordinate with Dell for replacement hardware.

• Monitor and track all incidents across all SNOW queues for North America.
• Diagnose and resolve incidents using documented procedures.
• Provide Monday – Friday 8‑hour day onsite technical support, on‑call and off‑hours as needed.
• New hire hardware setup and implementation.
• Test assets to ensure proper functionality.
• Install, repair and conduct preventative maintenance of all laptops and desktops across North America.
• Manage Dell warranty and coordinate with Dell for replacement hardware.

Objective:
To monitor and manage assets (laptops, printers and peripherals) that support day‑to‑day operations supporting NA SITS sites.

• Inventory of Windows based assets and peripherals.
• Updating Hardware Asset Management.
• Depot – per segment/site asset tracking.
• Assigning (profile & imaging).
• Replacement (End of Life).
• Break/Fix – repair based on warranty status.
• New Hire and Business segment moves.
• Shipping and Delivery – new hires, replacements, segment moves, leavers, inactive asset support.
• Reporting – in/out stock inventory status of replacement and depot asset inventory.
• Disposal of hardware management.
• PC lifecycle.
• Procurement through disposal.
• Expectation that refresh is included.
• 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.

• Maintenance and testing of windows‑based systems.
• Troubleshooting 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 town‑hall conferences.
• Troubleshooting wall‑mounted EVOKOS.

• 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.

• Depot services.
• OS imaging and software installation.
• Delivery of hardware and peripherals to customers.
• Advanced replacement of hardware components to resolve break/fix incidents escalated to the depot support queue.
• Coordinated refresh/replacement for North America users.
• Managed assets of several segments for above purposes.
• 3rd‑party coordination.
• Vendor/partners.
• Digital Genius Sessions.
• MS Teams.
• Support definition (i.e. – Okta support/expectations).

Objective:
To successfully provide project management support for out‑of‑scope operations requests, 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.
• Making 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).
• Managing scope, schedule, risk, quality and resources of projects based on defined scope of project management work responsibilities.
• Managing end to end operations.

Aim & Purpose – To provide support to IT projects and special requests that do not fall under the daily operations support structure. Manage the end‑to‑end process and procedures…