Spc II, BT Support

Sysco; Westbrook (ME); Sur place; USD 60 000 - 80 000; Plein temps

Résumé du poste

Sysco Northeast Rdc is seeking an IT Local Support Specialist to assist ST support teams with hands-on end-user technology support across workstations, laptops, tablets, printers, and network devices. You will train staff, help prioritize service requests, and contribute to policy development and incident resolution.

You will be the local escalation contact, engage in hardware refresh planning, and ensure patch and antivirus compliance, asset management, and asset disposal per corporate

Qualifications

• HS Diploma and minimum 5 years’ experience in end user technology support.
• Excellent written and verbal communication, organizational and problem solving skills.
• Experience with Microsoft Windows, Microsoft Office, and other desktop software.
• Experience with supporting, installing, and configuring Order Entry applications.
• Ability to use remote support tools and be available for after hours and weekend on-call.
• Minimum of five years customer service experience in Computer Technology.

Responsabilités

• Prioritize support calls using the enterprise ticketing system and manage tickets with updates.
• Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals.
• Ensure software and hardware standards are adhered to, and license compliance is maintained.
• Imaging workstations using standard images.
• Maintain current system security policy and ensure antivirus, patch, and backup compliance.
• Provide onsite hands-on support and knowledge transfer to the Desktop/Laptop support team.
• Account administration and support for Order Entry applications.
• Assist with desktop hardware relocation as required.
• Support printers, copiers, and network connectivity; coordinate third-party on-site support.

Connaissances

Customer service

Technical troubleshooting

Microsoft Windows

Microsoft Office

Remote support tools

End-user technology support

Formation

High School Diploma

Outils

Order Entry applications

Description du poste

Brief description: The position involves assisting the Sysco Technology (ST) support teams with the technical support of IT infrastructure technology which includes, but is not limited to the following devices - workstations, laptops, iPads, PDA devices, printers, network equipment, telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other technology used to conduct business at an operating company facility. It also involves training the Support Specialist I associates as well as continued knowledge transfer to the ST support technicians. Additional requirements are to actively contribute to the development of policies and procedures to continuously improve and simplify technology services across the Sysco enterprise. This position is also responsible for participating in hardware roadmap planning sessions and testing new products to validate compatibility and functionality. In Addition, this position will also be the local escalation contact for any related IT support issues. Escalations will flow up to their Sysco Team Leads and to the ST Support Leads to quickly resolve any issues.This position will be the local corporate IT representative to answer any IT related question and to train the local staff how to enter service requests, how to prioritize service requests, assign service requests, and how to best utilize the current support model. In addition, this position will keep local management informed on technology trends and local alignment with the trends to best maintain system availability. This position will be expected to meet with local senior management on a regular basis to keep management informed on proactive refresh cycles, hot spare inventory, anti-virus compliance, patch compliance, enterprise upgrade projects, data backups, and the general health of their local technology.This position will require technical skills to be able to support and repair laptops, workstations, PDA devices, mobile computing technology, and the operating system and software associated with these devices. Additional support responsibilities will include coordinating enterprise workstation OS deployment, providing support for printers and peripherals, coordinating and validating problem resolution for warranty or third party on-site repairs on all IT equipment and providing secondary support as required for the Communications and System Support technicians.Supervisor: Team Leader, IT Local Support SpecialistClassification: Non-ExemptEducational requirements: H.S. Diploma and minimum 5 years’ experience associated with end user technology support and IT related environments.Special requirements: Minimum of five years customer service experience in Computer Technology. Must possess excellent communication (written and verbal), organizational, and problem solving skills. Must effectively interact with several different personalities and levels of management. Must be self-motivated, resourceful, reliable, and trustworthy. Must be proficient at technical troubleshooting of desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software. Must have experience with supporting, installing, and configuring Order Entry applications. Must be able to use remote support tools to be able to troubleshoot remote computer devices. Must be available for after hour support and weekend on-call support as needed.Description of Responsibilities:Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.Ensures software and hardware standards are adhered to at all times based on guidance from CorporateContribute to the development of policies and procedures.Ensuring software license compliance with all installed softwareResponsible for imaging workstations using the standard imagesMaintains and adheres to current system security policyEnsure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levelsProvides secondary on-site support and knowledge transfer to the Desktop/Laptop support team and the Support Specialist I associates as required.Account administration and support for Order Entry applicationsAssists with desktop hardware relocation where required.Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.Responsible for and/or assists in special projects as assigned to include product evaluations and roadmap planning sessions.Maintain reliable “Hot Spare” Laptop/Desktop systemsTrain and assist end users to effectively utilize the enterprise ticketing systemDispose of old computer equipment utilizing approved recycling vendors.Provide onsite hands on support for devices supported by Infrastructure support teams.Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.Assists with support of wireless access points, VPN connectivity, and company issued mobile telephone devices.Provides after hours and round-the-clock support for emergency trouble calls when needed.Additional Duties: As required by Manager