Job Summary
Diagnose and repair hardware issues for end users, including break-fix, support, and troubleshooting for devices, OS, applications, and network connectivity.
Travel to sites within USA to provide IT support (70% travel required)
Key Responsibilities
- Diagnose and repair hardware issues for end users, including break-fix, support, and troubleshooting for devices, OS, applications, and network connectivity.
- Travel to sites in USA to provide IT support (70% travel required)
- Maintain asset inventories and update records after equipment or software changes.
- Educate users on self-help opportunities to resolve minor issues independently.
- Support device refreshes according to schedules and proactive management tools.
- Coordinate on-site repairs and replacements when remote support cannot resolve issues; handle software installation, data reloads, configuration, testing, and user acceptance.
- Perform data harvesting for e-Litigation as per policy.
- Manage security, file access, and administrative setups.
- Oversee device lifecycle activities, including secure storage and data wiping on returned devices upon user confirmation.
- Receive computing equipment/parts, manage toner supplies, and replace cartridges for Ricoh devices.
- Provide daily tape management and coordinate with off-site storage providers.
- Maintain a clean work environment, especially in IDF/MDF and ITC areas, ensuring compliance with standards.
- Deliver onboarding/hyper care support and facilitate Smart Hands support for Ricoh technician maintenance.
- Offer Level 2 support for meeting room and AV services in the absence of third-party vendors.
- Staff walk-in IT centers for user device and software support; provide user education through scheduled learning sessions.
- Assist central remote teams on-site and perform basic tasks such as rebooting or replacing hardware components.
- Manage data rooms and network closets, control access, maintain logs, and verify rack elevations.
- Support AV and conference technologies, manage event logistics, conduct regular room checks, and escalate issues as needed.
- Collaborate with third-party providers, local staff, and planners to maintain site standards and proper access controls.
- Oversee cleaning and maintenance of raised floors, assess risks for planned outages, and ensure safety compliance.
- Coordinate remediation activities and participate in network port planning with data center planners.
- Handle network change management, cabling, inventory management, port activations/deactivations, and respond to network service requests.
- Maintain documentation for data rooms and network closets in line with labeling and documentation standards.
Skill Requirements
1. Proficient In Microsoft Vdi Solution And Rdsh Technologies.
2. Solid Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Strong Problem-Solving Skills And Analytical Abilities To Conduct Root Cause Analysis.
5. Excellent Communication And Interpersonal Skills To Support And Train Team Members.
Other Requirements
1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)