Site Support Technician

TEKsystems•Chattanooga, TN

3d•$20 - $25•Onsite

About The Position

The Site Support Technician role focuses on providing comprehensive IT support for North America. This includes managing incidents, diagnosing and resolving technical issues, setting up new hardware, testing assets, and performing maintenance on laptops and desktops. The role also involves asset management, including inventory tracking, updating hardware asset management systems, and managing the lifecycle of PC assets from procurement to disposal. Additionally, the technician will provide software support, OS imaging, and deployment, as well as support for iOS systems and mobile applications. Audio/Visual support includes maintenance, troubleshooting, user training, and coordinating with third-party vendors for AV equipment. Network infrastructure support involves server hardware replacements and installations. Smart Hands support covers depot services, OS imaging, hardware delivery, advanced hardware replacement, and coordination with vendors. The role also includes project support for out-of-scope operations, managing projects from initiation to completion, setting targets, allocating resources, and serving as a liaison between management and the team. The ITIL processes of Incident/Request, Change, Asset, Knowledge, and Security are integral to the role. The aim is to provide support for IT projects and special requests, managing the end-to-end process to ensure requirements are met on time and within budget, ultimately creating a better customer experience.

Requirements

Windows 11
Windows
Microsoft Office
Ticketing system
Hardware/software troubleshooting
PC troubleshooting
Support
Desktop support
Printer support
Configuration
Customer service
Audiovisual support
Rack and stack
Mobile device support
ITIL knowledge
Thin client support
Help desk support
Windows OS
Active Directory
Installations
Imaging
Asset management
Software management
Reporting tools
Shipping & receiving
Procurement
iOS support
Android support
Mac support
Project execution
Documentation writing
Knowledge management
Team Player
Time Management
Self-sufficient
Self-starter
Excellent communication skills
White Glove customer service skills

Responsibilities

Monitor and track all Incidents across all SNOW queues for North America.
Diagnose and resolve incidents using documented procedures.
Provide Monday – Friday 8-hour day onsite technical support, with on-call and off-hours support when needed.
Perform new hire hardware setup and implementation.
Test assets to ensure proper functionality.
Install, repair, and conduct preventative maintenance of all MARS laptops and desktops across North America.
Manage Dell warranty claims and coordinate with Dell for replacement hardware.
Monitor and manage assets (laptops, printers, and peripherals) supporting day-to-day operations for NA SITS sites.
Maintain inventory of Windows-based assets and peripherals.
Update Hardware Asset Management systems.
Track assets by segment/site, including assignment (profile & imaging), replacement (End of Life), and Break/Fix.
Manage shipping and delivery for new hires, replacements, segment moves, leavers, and inactive assets.
Generate reports on In/Out stock inventory status of replacement and Depot asset inventory.
Manage the disposal of hardware.
Oversee PC lifecycle from procurement through disposal, including refresh processes.
Provide software support and installation, including OS imaging and deployment through automated tools and manual installs.
Install and test desktop software applications and internet browsers.
Support iOS systems and mobile apps.
Procure and install Mars-approved software.
Perform maintenance and testing of Windows-based systems.
Troubleshoot issues or re-image Windows-based systems as needed.
Train users on scheduling meetings and conference room software/hardware.
Provide executive full meeting support.
Conduct Quality Control / Conference room Health Checks.
Coordinate with 3rd party vendors for updating, installation, and warranty work of conference room AV equipment.
Provide live support for townhall conferences.
Troubleshoot wall-mounted EVOKOS.
Provide Server Hardware Support Replacements.
Procure and install HDD replacements for servers.
Procure servers, rack and stack per request/coordination of the server team.
Provide Depot Services including OS imaging and software installation.
Deliver hardware and peripherals to customers.
Perform advanced replacement of hardware components to resolve break/fix incidents escalated to the Depot support queue.
Coordinate refresh/replacement for Mars North America users.
Manage assets for various segments for depot services.
Coordinate with 3rd party vendors and partners.
Conduct Digital Genius Sessions.
Provide MS Teams support.
Support Okta and other defined services.
Oversee the successful completion of projects.
Set targets for milestones, adhere to deadlines, and allocate resources for projects.
Delegate tasks on projects to the TekSystems NA support team.
Make effective suggestions for project progression.
Serve as a point of contact/liaison between management and the team (Mars Management, Associates, Tek Management, Technicians).
Manage scope, schedule, risk, quality, and resources of projects based on Mars Inc/Tek defined scope of Project Management work responsibilities.
Manage end-to-end operations for IT projects and special requests.
Implement ITIL processes including Incident/Request, Change, Asset, Knowledge, and Security.
Contribute to innovation by supporting IT projects and special requests outside of daily operations.