Pomeroy is seeking a Desktop Support Technician to work onsite in Slater, Iowa. This is a 6+ contract, paying $25-28/hr. In this role, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software used within an organization
Key Roles and Responsibilities:
- ServiceNow ticket handling
- Microsoft Windows operating system – all related issues
- Microsoft Office 365 ProPlus/2019 – all related issues
- PXE boot staging process (+ updating Master cache PC)
- HP/Dell Desktop & Laptop hardware scopes
- RAM upgrade
- Keyboard exchange
- SSD HD replacement
- SCCM SW deployment issues (front end)
- Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners
- Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows)
- Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)
- Meeting room management (Video and Audio Equipment)
- Servers not supported by Wintel (local task)
- Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)
- Smart Hands and Eyes for any Client support teams
- Toner replacement “MPS” (local task)
- Document management like IP spreadsheets, Asset Management, etc.
- Stock management (incoming & outgoing IT goods)
- Willing to travel to the sites within the local area of Slater (Ames, Iowa; Jefferson, Iowa; Belmond, Iowa, Des Moines, IA)
Knowledge, Skills and Attributes:
- Logging, resolving, and assigning incidents into ServiceNow
- Own the incident throughout its lifecycle
- In WICs, walk End Users through installing applications and computer peripherals
- Install applications and peripherals for End Users in WICs and onsite
- Guide users with simple, step-by-step instructions
- Conduct troubleshooting (remote and face-to-face)
- Test alternative pathways until an issue is resolved
- Be able to recognize when to escalate the incident to Level 3 support
- Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information
- Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.
- Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership
- Maintain Assets and Configuration Item records Escalate incidents when necessary using the Syngenta escalation process
- Provide End User training and education
- Update and maintain Engineer Manuals and the Client Knowledge base
- Train End Users on the usage of computer hardware and software.
- Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.
- Adhere to policies as per corporate manuals and directives
- Provide best-in-class End User experience
- Participate in the global UWF knowledge sharing network
Job Type: Contract
Pay: $25.00 - $28.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Desktop support: 2 years (Required)
- Windows: 2 years (Required)
Ability to Commute:
Ability to Relocate:
- Ankeny, IA: Relocate before starting work (Required)
Work Location: In person