Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Desktop service levels.
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
Answer to and perform moves, adds, and changes (iMAC) requests as they are submitted by business
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
If necessary, liaise with third-party support and equipment vendors.
Ensure alignment of site requests and expectations with IT standards, processes and procedures
Support Network, Server, Storage and Applications on hardware and software deployed at satellite site, to include installation of hardware in datacenter and application troubleshooting
Ensure site complies with datacenter standards for cooling, cabling, etc.
Coordinate with site leadership on IT requirements to include facilities and other requirements impacting IT Services, (ie. power outages and generator/UPS testing)
Formal Education & Certification
Bachelor’s Degree is preferred
Experience will be considered in lieu of degree
5 years’ experience in desktop services, network services and/or server/storage services
Certifications such as A+, or Microsoft MC a bonus
Knowledge & Experience
Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations and VDI
Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades
Hands-on hardware troubleshooting experience.
Extensive equipment support experience with Dell, EMC, Cisco, etc
Working technical knowledge of current protocols, operating systems, and standards
Ability to operate tools, components, and peripheral accessories
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organization’s goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Driver’s license in good standing.
40 hr work week and on-call availability
Travel required to Aberdeen Proving Grounds (65 miles) a minimum every other week depending on Aberdeen IT workload
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Lifting and transporting of heavy to moderately heavy objects, such as computers monitors, and peripherals.
Flexibility to work above and below desk height to install computer related cabling
This position will require exposure to both office and heavy manufacturing environments, working in and around dust and fumes, heat and cold, moving machinery, and in areas with a high noise volume
Bending, kneeling, standing, stooping, walking, lifting