Desktop Support Engineer

Desktop Support Engineer Chicago, IL (Onsite) Fulltime Job Description : Perform onsite troubleshooting and Resolution activities. Dispatch acceptance includes : Communication to a personal computing Device (e.g., iPhone, iPad, pager) enabled to receive real-time dispatch notices from the Service Desk; Monitoring of a Service Desk Ticket queue for dispatched Tickets, checking the queue at least every ten (10) minutes; Acknowledging the receipt of the dispatch Ticket to the Service Desk within ten (10) minutes after reviewing the dispatch Ticket queue; Reviewing the troubleshooting information embedded in the dispatched Ticket for familiarization with the end-user issue and to arrive at the end-user’s location with the most appropriate tools and End-User CI replacement parts; and Notifying the Service Desk through an established process of the anticipated time of arrival at the end-user’s location. When necessary, provide End-User CI Support for all peripherals connected to End-User CIs, including : Monitors, projectors, and other displays; USB based and other BJC approved externally connected End-User CIs (excluding Locally Connected Printing Devices); Docking stations; Bluetooth and other wirelessly connected End-User CIs; and LCD and TV displays, including those in public spaces such as hallways and atriums. Perform remedial Support activities for End-User CIs, when required. Such remedial Support activities include : Return the defective End-User CI as to Normal Operations according to OEM standards; Perform remote diagnostics with the end-user; Provide all necessary labor to repair or Restore End User CI to Normal Operations; Provide all necessary Support for the Maintenance and repair of local Backup and Restore capabilities for End-User CIs; Perform BIOS update, if required and approved by BJC; Conduct asset validation, including end-user profile updates, End-User CI Asset Tag check, model and serial number check, Location etc.; Advise the end-user, before an End-User CI Maintenance request is complete, of the status of work being performed and provide future avoidance or Maintenance tips to prevent additional Problems; When required, execute disk management routines, including disk defragmentation, disk scans, data compression, and recovery of end-user data; Provide service personnel who are fully trained in direct Support of their product on the End-User CIs they Support; Update the CMDB and AMS with the correct End-User CI, end-user, logistics, and warranty information; Report to BJC all deviations from the Asset Management System and from BJC Policies that are discovered during Incidents via a jointly developed communications process; Report to BJC any non-standard hardware or Software discovered; Conduct ongoing analysis of End-User CI Maintenance and call history to track service trends; Conduct monthly End-User CI performance reviews and trend analysis; Manage and act as single point of contact for Provider Subcontractors, End-User CI warranty providers, and other Third Party Providers identified by BJC; Provide advanced notification to BJC management of required OEM Device Upgrades or replacements; Provide adequate stocking of Systems, components, and peripherals at each Location to ensure replacement and repair of down Systems within the timeframes dictated by the Service Levels; Obtain end-user confirmation that Problem Resolution is complete; Provide end-user orientation on prevention of same Problem, when applicable; Validate Asset management fields including end-user profile updates, End-User CI Asset Tag, make, model, serial number, Location, etc., and update if necessary; and Report to BJC all deviations from the CMDB and AMS and from BJC Policies that are discovered during the on-BJC Service Location Support Incident. Communicate with BJC end-users in English, and be trained and versed in all required BJC processes, procedures, and policies. Manage Conventional Device inventories in the End User support depot, including : Accept Conventional Device deliveries to the depot and unpack as required; Promptly inform BJC of their receipt, any delays from scheduled receipt, and any delivery issues (e.g., incomplete quantities, damaged goods); Track all Conventional Devices that are delivered to and from the End User support depot within the Asset Management System (AMS); Managed an inventory of spare End User Devices for Configuration and same-day (advance replacement) shipping to End Users when required; Maintain an orderly and clean facility; and Comply with BJC’s Conventional Device Support procedures or BJC’s other directions regarding providing notices to BJC of restocking requirements (based on trigger levels set by BJC from time to time). If not feasible based on a remote Service Provider Personnel location approach, then provide other on-site Support in addition to the Support described above in this Appendix at BJC Service Locations as necessary to perform the Services within the required Service Levels. Provide onsite Support for Conference End-User CIs that reside in conference rooms at BJC Service Locations during team meetings and major events such as conferences and leadership meetings, including : Connectivity to Local Area Networks (including wireless access points); Connectivity to projectors and Support of projector functionality (including bulb replacements when necessary); Assistance with obtaining sufficient power strips; Configuration of audio-visual Systems; and Resolution of all Incidents related to the performance of End-User CIs residing in conference rooms Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.”