Desktop Support Technician

PC Support Deliverables

• Monitor track all Incidents across all SNOW queues for North America.
• Diagnose and resolve incidents using documented procedures.
• Monday – Friday 8 hour day onsite technical support (On‑call and off hours when needed).
• New hire hardware set‑up and implementation.
• Test assets to ensure proper functionality.
• Install, repair, and conduct preventative maintenance of all laptops and desktops across North America.
• Dell warranty management – coordinating 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
• 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
• Shipping and Delivery – New Hires, Replacements, Segment moves, Leavers (Exited employees), Inactive asset support
• Reporting – standard 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 in this

• 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 townhall 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 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 assets of several segments for above purposes
• 3rd Party Coordination – Vendor/partners

• MS Teams

Objective:
To 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 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.

• 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 completion 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…