Desktop Support

TEKsystems•Des Moines, IA

2d•$27 - $32•Onsite

About The Position

Essential Duties: 1. Provide Level 2 End User Support (30%) Monitor and respond promptly to support tickets in the queue(s). Document Service Desk ticket technical notes for escalation or resolution of service requests. Assist with Service Desk tickets in the regional queue, supporting all locations in the region and company. Send Corporate IT communications to internal customers. 2. Support and Maintenance of PCs (30%) Complete PC setup and deployment for new employees using standard hardware, images, and software. Train new employees on the use of PC and other networked equipment using standard training documents. Assign users and computers to proper business groups in Active Directory. Perform timely workstation hardware and software upgrades. Troubleshoot and resolve hardware, connection, and software issues reported to the Service Desk and assigned to the regional IT Advanced Customer Support Tech. Coordinate with authorized vendors for PC hardware repair. Monitor and remove viruses, spyware, and other unauthorized software. Maintain and/or coordinate PC hardware inventory. Order and purchase standard equipment and software through approved vendors. 3. Support Firm Software (10%) Support Desktop Management with post-mass deployment issues of standard software. Provide IT support for local software within their region, coordinating support with a Product Champion when needed. Upgrade local server software as necessary. 4. Participate in Team and Projects (10%) Regularly attend and contribute to regional calls. Assist other IT Coordinators in the region and/or company. Proactively support Corporate IT and customer support changes and initiatives. Test phases of changing hardware and software standards. Monitor ticket queues to ensure SLAs and OLAs are met. Utilize the standard Knowledgebase per standard procedures. Complete various projects and tasks as assigned, such as: IT focus groups. Reconciliation of Active Directory permissions as per internal security audits. Reconciliation of licenses associated with locally purchased software. Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT-related facilities maintenance. Tasks related to potential office remodels or relocations. 5. Maintain Network File and Print Server (5%) Update networked applications as required. Maintain daily tape backup and off-site tape storage. Report file and server issues to the Service Desk for further assignment. Set up and maintain network printers, scanners, and multi-function devices. Coordinate copier/MFD repairs with authorized repair vendors. 6. Provide Phone Support in Centralized VoIP Locations (5%) 7. Facilitate Legal Matters Compliance (5%) Complete legal hold workstation procedures and hard drive copies as requested. Preserve backup tapes and other electronic media as requested.