Field Service Specialist

Sira Consulting, an Inc 5000 company; Hendersonville (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

Sira Consulting, an Inc 5000 company, is seeking to optimize end-user IT support and IMACD processes across desktops, tablets, mobiles, and printers. The role includes coordinating installs, moves, changes, and disposals at designated sites, and ensuring high-quality service delivery with minimal business disruption.

Responsibilities include documenting IMAC workflows, obtaining customer approvals, validating requests, and communicating with users to resolve issues or escalate appropriately.

Qualifications

• Experience with IT service management and IMACD processes.
• Ability to coordinate multiple IT functions to meet service levels.

Responsibilities

• Troubleshoot and resolve end-user IT issues on PCs, tablets, mobile devices, printers and related equipment.
• Support IMACD (Install, Move, Add, Change, Dispose) requirements and procedures.
• Oversee installations and de-installations of EUC equipment and software at customer sites.
• Coordinate IMACD planning and scheduling with affected IT functions and customers.
• Document IMAC execution processes, obtain customer approval, and maintain approvals lists.
• Validate IMAC requests, communicate issues to users, and escalate where needed.

Job description

Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in user’s environment

Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.

Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;

Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation;

Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;

Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization

Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately;