End Users Job Virginia area,Minnesota USA,IT/Tech

Position: End Users Support

Overview

Relevant

Experience:

3 Years minimum

Certification : A+ Hardware, Microsoft (preferred), ITIL (Preferred), CCNA (preferred)

Hardware Support: PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones, Video Conference Rooms Devices (Audio & Video)

Tools : Windows OS, MS Office, O365, Mac OS (preferred)

Ticketing System : Service Now (IM, SRM, AMDB, CMDB, Knowledge Management)

Others : Excellent Communication – soft skills (read, write & speak)

The Technician need to have experience in IMACD tasks listed below
(IMACD = Install Move Add Change Dispose )

Responsibilities

Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user's environment

Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.

Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;

Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation;

Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;

Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization

Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately;

Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;

conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s);

Coordinate any physical space requirements as determined during the Site survey review;

Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;

Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.

Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;

Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location;

Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT

Cancel Network Transport Services that are no longer required after completing the IMACD

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