Service Delivery Field Technician 9/6/2016

Confidential Company Seattle, WA

Company
Confidential Company
Job Classification
Full Time
Company Ref #
29614031
AJE Ref #
576105166
Location
Seattle, WA
Job Type
Regular

JOB DESCRIPTION

APPLY
NOTE TO APPLICANTS: The job site will potentially alternate between the ports in Seattle and Tacoma - being able to commute to either location is necessary for this role.

Responsibilities will include, but are not limited to:

* Maintain computer desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions.
* Regular computer re-imaging
* Support offices, conference room, and dispatch center
* Support smart phones
* Ship and receive defective PCs
* Setup and meet warranty repair technicians
* Support MS Office and email issues
* Audio/Video Maintenance
* Printer Support
* Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
* Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing remote corrective solutions.
* Communicate accurate and timely status of incidents internally and externally.
* Work with end users to deliver support defined by contracted Service Level Agreements.
* Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products.
* Report personal time and attendance as well as personal utilization statistics.
* MEET METRICS INCLUDING SERVICE LEVEL AGREEMENTS, UTILIZATION STATISTICS, CALL STATISTICS, CUSTOMER SERVICE STATISTICS, TICKET QUALITY, BILLABLE HOURS, AND QUALITY OF PROJECT DOCUMENTATION.
* Through the use of the EI service delivery platform, managing the daily intake and processing of incidents and requests to maintain the computer desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions based on SLAs.
* On-Site personal and "Plus One" interactions whenever and wherever possible and recorded within the incident management system.
* Communicate and document accurate and timely status of incidents internally and externally within the defined SLA timelines.
* Configure, test, maintain and troubleshoot end user workstation hardware, software, printer, handheld and networked peripheral devices, based on the timelines set within the contractual SLAs.
* Management of the desktop and laptop inventory per the process mutually agreed upon by EI and customer management.
* Support of small interoffice moves ensuring equipment is working in new location including re-configuration of end user equipment, on time with within scope.*
* Hands on support assistance provided to network and security resources or the physical installation or technically guided support of network and security hardware or software.
* Provide "White Glove" Services
* Provide physical on-site support
* Identify and create SOPs based on, SDI top problem tickets, EP experience findings, requests from Service Desk and request from business partners.
* Imaging, configuration and troubleshooting of existing company provided laptop, desktop, tablet, handheld and mobile phone equipment for troubleshooting purposes
* Create and maintain desktop and laptop OS images.
* Setup and meet warranty repair technicians
* Support of commercially available off the shelf software, including such items as Microsoft office
* Provide issue resolution support for company provided end user computing devices, including laptops, desktops, tablet, handheld, desk phone, desktop printer and mobile phone hardware.
* Provide issue resolution support for company provided printing solutions by providing vendor support for issue resolution related to company provided printing solutions
* If necessary, liaise with third-party support and PC equipment vendors.
* Configuration of company email for agreed upon supported smart phone devices through the use of company provided mobile device management solutions
* FOLLOW AND ENFORCE THE GUIDELINES OF MOBILE DEVICE SUPPORT BASED ON THE SUPPORTED COMPANY'S IT & HR POLICIES

REQUIREMENTS OF THE JOB: Software:

* Microsoft Office suite (all versions)

Operating Systems:

* All Microsoft Desktop Operating Systems and Microsoft Server Operating Systems

Hardware:

* Desktops, laptops, wireless devices, A/V, network printers, servers, routers, switches, and firewalls

Education:

* High school degree or equivalent required
* Associate's degree in IT or related field preferred

Experience:

* 1-3Years desktop support role

Certifications:

* A+, Net +, MCP, ITIL v.3

Other:

* Candidate must be a good "organizational fit" with the rest of the EI team.
* Strong understanding of Windows Active Directory users and computers.
* Strong understanding of Windows Active Directory permissions.
* Excellent communication skills.
* Ability to multitask in a fast paced environment.
* Must be creative and flexible.
* Strong interpersonal skills essential.
* Good attendance required.
* Ability to effectively build relationships with customers.
* Ability to quickly learn to support proprietary client applications
* Able to sit for long periods of time
* Comfortable performing remote support
* Must be aggressive and highly motivated individual who can take initiative and work independently
* Excellent written and verbal communication skills
* Strong organizational and project management skills and the ability to multi-task
* Strong creative and analytical skills
* Internet savvy and computer skills
* Must know how to manage multiple deadline schedules
* Strong attention to details and deadlines.
* Ability to multitask in a fast paced environment.
* Strong interpersonal skills essential.

Job Type: Full-time

Job Location:

* SeaTac, WA

Required experience:

* Desktop Support: 2years

Required license or certification:

* ITIL v3