Site Support Technician

TEKsystems•Topeka, KS

6d•$20 - $27•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 entails 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. Innovation is encouraged to improve 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
Installation
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, coordinating 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.
Support new hire, business segment moves, shipping, delivery, and leaver processes.
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.
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.
Provide iOS system and mobile app support.
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, including procuring and installing HDD replacements and servers.
Provide Smart Hands Support for Depot Services, including OS imaging, software installation, hardware delivery, and advanced hardware replacement.
Coordinate with vendors/partners.
Conduct Digital Genius Sessions and MS Teams support.
Provide support for Okta and other defined support areas.
Oversee the successful completion of projects, setting targets, adhering to deadlines, and allocating resources.
Delegate tasks to the TekSystems NA support team.
Make effective suggestions for project progression.
Serve as a point of contact/liaison between management and the team.
Manage scope, schedule, risk, quality, and resources of projects.
Manage end-to-end operations for IT projects and special requests.
Ensure project requirements are completed on-time and within budget.
Apply ITIL processes including Incident/Request, Change, Asset, Knowledge, and Security.