Desktop support Technician

Intratek Computer INC; Anaheim (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Paid vacation

Paid holidays

Job summary

Intratek Computer, Inc. in Irvine, California is seeking a Sr. Desktop Support Technician to support users in Anaheim, CA. The role involves on-site end-user device support, coordination with departments, and acting as the primary point of contact for issue resolution.

Benefits include medical, paid vacation and holidays. The Sr. Desktop Support Technician will work a first shift, onsite schedule with occasional vendor coordination to ensure minimal downtime and smooth IT operations for client

Qualifications

• Experience in on-site desktop support for Windows-based devices.
• Strong ability to diagnose and resolve software problems and conflicts.
• Experience coordinating with departments and vendors to minimize downtime.

Responsibilities

• Provide on-site systems support for all client end-user devices.
• Coordinate service delivery with departments to minimize disruption to production operations.
• Serve as primary point of contact for end-to-end issue management, including third-party vendors.
• Diagnose and resolve software problems and conflicts.
• Coordinate printer maintenance with vendors and assist with AV equipment in conference rooms.
• Test post-resolution functionality and connectivity to servers and printers.
• Back up and restore user data before repairs whenever possible.
• Analyze equipment maintenance and call history to identify trends and SLA-compliant reporting.

Skills

On-site support

Troubleshooting

End-user support

Job description

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions for Federal, State and County agencies, as well as leading private commercial accounts. We have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, professional staffing, networking, web design and development, and helpdesk implementation and management.

Intratek Computer, Inc. is looking for aSr. Desktop support Technician to support us in Anaheim, CA.

• Pay Rate DOE, W2 per hour
• Onsite
• First shift- Monday – Thursday from 7:30 am to 5:30 pm and every other Friday from 7:30 am to 4:30 pm
• Medical benefits
• Paid vacation
• Paid holidays

Overview:

• Desktops have been standardized on Windows 11 and are primarily HP EliteDesk small form factor desktops and Microsoft Surface laptops.
• The Client uses Quest KACE Systems Management Appliance (SMA) for tracking tickets, collecting hardware and software inventory, asset management, and software deployment.
• The Client uses SolarWinds Dameware for remote support of PCs.

SCOPE OF SERVICES

Sr. Desktop Support Services:

• Perform on-site systems support for all Client end-user devices.
• Coordinate required service delivery with departments so that there is minimal disruption of ongoing production operations at Client’s location.
• Be primary point of contact for end-to-end management of issues, including coordination with third party vendors.
• Diagnose and resolve software problems and conflicts.
• Coordinate the resolution of printer problems with Client contracted printer maintenance vendor.
• Coordinate requests for audio/visual equipment assistance within Client’s departments and conference rooms.
• Resolve PC connectivity issues consisting of log-in, file access, and printing.
• After resolution of problem, test for full functionality, connectivity, and access to servers and printers.
• Backup and restore user data on desktops and laptops before repairs, to the greatest extent possible.
• Conduct ongoing analysis of equipment maintenance and call history to track service trends.
• Collect and report on performance data per SLA requirements.

Install, Move, Add, Change (IMAC) Services:

• Coordinate with the user the date and time of arrival for IMAC services.
• Unpack, assemble, and install; test system connectivity, functionality, and operability, and provide high-level orientation to users.
• Move and reinstall user data files in accordance with IMAC policy.
• Decommission old equipment if designated by Client.
• Update the asset management system.
• Inform users of service activities performed.
• Disconnect a system at one location, reconnect it at another location, and test connectivity and proper operation, or move disconnected system to a specified storage area.
• Re-configure moved system, for example, IP address, subnet mask, gateway settings, DNS server addresses, server name/address, and verify standard mapped drive configurations and network printers.
• Test hardware and software configuration, connections to standard mapped drives, and print a test page to a local or network printer, if applicable.
• At completion of IMAC, provide brief overview/training on new or modified hardware and software.
• Conduct asset validation, consisting of user profile updates, device asset tag check, and model and serial number check.
• Maintain process for disposal of equipment and/or return of leased equipment.
• Coordinate with other IT technical support groups (Applications, Server, Network) for IMAC activities.
• Confirm that user data is backed up before proceeding with IMAC, to the greatest extent possible.
• Ensure device is fully operation for user.
• Collect and report on performance data per SLA requirements.

Asset Management Services:

• Update and maintain the Client’s asset tracking system (Client uses Quest KACE Systems Management Appliance and Microsoft InTune).
• Maintain the inventory database with descriptions, characteristics, logistics, and warranty information for all Client-owned hardware.
• Track and maintain the inventory of all hardware and software licensing including any additions or deletions that occur. Tag hardware assets.
• Assist the Client with regular audits and reconciliations to maintain accuracy of the central asset repository.
• Maintain management responsibility for loaner units and spare equipment used as a temporary replacement while corrective maintenance service is performed.
• Install or replace desktops and laptops according to the Client’s approved replacement/refresh schedule.
• Process equipment shipping and delivery requirements, relocation and disposal of retired equipment, and/or return of leased equipment.
• Retain a copy of all equipment and maintenance contracts and equipment orders (invoicing, payment statuses and requisitions) when assisting with the procurement of hardware and software assets as required by Client.
• Assist Client with bids for hardware procurement to request a cost quote from the suppliers that best meet the defined requirements.

Telephone Network, VoIP Services:

• Respond to alerts by conducting initial trouble shooting and working with Third Party vendors such as Protelesis.
• Perform handset Install/Move/Add/Change (IMAC) to support day-to-day operations.
• Perform Voicemail password resets.

Equal Opportunity Employer:

Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”

Veterans Preference:

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills