Desk Side Support - Mehoopany, Pennsylvania

Deskside Services, FSO command center

Role and Responsibilities

Field Services operations provides onsite support for the installation, troubleshooting and maintenance of onsite IT systems that cannot be done remotely. FSO works onsite to resolve issues where either a physical presence, advance technical skills or local knowledge is needed to complete the task. Roles and responsibilities include, but are not limited to :

• Queue Management - Work within established Service Level Agreements (SLA) to ensure a timely response to support issues. Follow established escalation process if needed.
• Record all events / problems and their resolution in SNOW, including proper documentation and updates.
• Collaborate in the FSO knowledge repository.
• Assist in Hardware asset management.
• Install / reinstall image, rebuild laptops / desktops.
• Install, configure and / or update authorized software or firmware as per authorized standards
• Warranty support for desktop and laptops.
• Follow company protocol in the disposal management.
• Diagnose and resolve incidents and problems with equipment and software.
• Smart hands and feet support for network, servers or other site-specific hardware or software. To include racking and assembling hardware as directed.
• Managing 3rd party onsite vendors on behalf of customer to ensure work is being completed correctly such as cabling or printer repair.
• Assist in the technology refresh process and in-flight projects.
• Assist in Crisis response activities.
• Willingness to learn and support new technology.
• Assist with hand-on training of new hires.
• Follow company logical and physical security protocol, to minimize risk to customer and company.
• Follow authorized workflow.
• Provide VIP / Executive support as outlines by customer.
• And other authorized task that fall within the work scope.

Required knowledge and abilities :

Ability to operate or learn to operate scissor lifts and boom trucks