Desktop Support

Apptad Inc; Denver (CO); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Expanses reimbursed

Job summary

Apptad Inc. is seeking a Desktop Support contractor for an onsite role in Denver, CO. The position begins with training in Midland, Texas (2-3 weeks).

After training, you will work from Coraopolis, Pennsylvania for at least one month, then be based out of Denver with possible travel to customer sites across the United States. Expanses will be reimbursed. The role requires second-line incident management, hardware repair, software support, and close collaboration with customers and third-party

Responsibilities

• Provide second-line investigation and diagnosis after Service Desk
• Resolve and close incidents and service requests as per procedures and allocated timelines
• Perform hardware repair and upgrades
• Escalate unresolved incidents and service requests within agreed timescales
• Log incident and service request details per help desk procedures
• Communicate with customer regarding incident progress
• Ensure tickets are always updated until issues are resolved
• Conduct customer satisfaction callbacks and surveys
• Complete GET IT training for On-Site Support Analysts
• Liaise with customers, other IT support groups and third-party providers when necessary
• Physical support for Network Refresh Activities
• User on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptops
• Smart-hand support for AV rooms, network, and facilities
• e-waste Data wiping and clean-up and after activities of handing over the disk to procurement
• COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support

Job description

Job Title: Desktop Support

Location: Denver, CO

Mode : Contract (6+ Months) Onsite Day 1

Note:

• The selected resource must attend training in Midland, Texas (2-3 weeks)
• Post training, the resource will be required to work from Coraopolis, Pennsylvania for a minimum of one month.
• Thereafter, the resource can be based out of Denver, Colorado and may be required to travel to various customer locations across the United States based on project needs.
• Expanses will be reimbursed.

Job responsibilities:

• Provide second-line investigation and diagnosis after Service Desk
• Resolve and close incidents and service requests as per procedures and allocated timelines
• Perform hardware repair and upgrades
• Escalate unresolved incidents and service requests within agreed timescales
• Log incident and service request details per help desk procedures
• Communicate with customer regarding incident progress
• Ensure tickets are always updated until issues are resolved
• Conduct customer satisfaction callbacks and surveys
• Complete GET IT training for On-Site Support Analysts
• Comply with Quality, Health, Safety and Environment policies and IT policies
• Liaise with customers, other IT support groups and third-party providers when necessary
• Perform staging of PCs (Requires use of SRSS and/or Autopilot.
• Manual O/S imaging, installation, configuration, and upgrades on client owned laptops issued to employees.
• Physical support for Network Refresh Activities
• User on/off boarding process activities of delivering new laptops to new hires and taking custody of return laptops.
• Smart-hand support for AV rooms, network, and facilities
• e-waste Data wiping and clean-up and after activities of handing over the disk to procurement.
• COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support
• Hardware break/fix e.g., audio/visual equipment, connectivity, copiers, fax, printers, scanners, digital signage)
• OEM Vendor Coordination & Follow-up's
• Supporting the use of mobile devices to ensure user activation
• Technical support for configuring field connectivity with VSAT, ensuring reliable and optimized communication
• Teleport hardware Maintenance - maintaining field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operations
• Printing Server Infra. hardware support - add, change, or remove a Printing service server infrastructure, detailing the specific modifications as per printing standard
• Data Server hardware support (Submit a request to add, change, or remove a Data storage service server infrastructure, specifying the necessary adjustments.
• UPS system maintenance (Request IT onsite support to coordinate regular UPS system maintenance with the location facility coordinator.)
• ePACS Server Infra. hardware support - add, change, or remove ePACS Server infrastructure, specifying the adjustments required.
• IT hardware disposal based on dedicated request for IT hardware disposal service, including an inventory audit, disposal list, packing, and removal, ensuring compliance with disposal regulations
• Support HR with on/off boarding process of new hires ensuring the PC track in and out.