Production Management / Deskside Support

Responsibilities include : -

Remotely assist a dispatched tech with installation, troubleshooting and problem resolution.-

Assist with hardware configuration, installation, removal, relocation, and reassignment.-

Install, configure, and troubleshoot software packages, including operating systems, desktop software and custom applications.-

Provide remote support for Jersey City / NYC infrastructure projects involving assets securing, data cleansing and evidence collection for equipment relocation or removal.-

Ticket administration, timely updates, accurate closures, and queue management.-

Verify the dispatched technician, work order, targeted equipment, and location.-

Record the dispatched technician onsite check-in and check-out times.-

Document all work activities, asset information and evidence collection.-

Take ownership of ticket that requires customer follow-up.-

Follow-through on tickets that require 3rd party resolver or escalation.-

Available to support off hours / weekend onsite and remote activities.-

Assist with onsite secure shipping and asset disposal events.-

Perform hardware survey and inventories.-

Identify, trace, and troubleshoot network connections via patch panel (plus to have but not necessary)

Knowledge & Experience : -

Good knowledge of IT equipment hardware and peripherals.-

Good knowledge of PC internal components including depreciated and current models.-

Working knowledge of operating systems, protocols, desktop admin and MS office suite.-

Basic understanding of networking devices, and TCP / IP protocols.-

Adept at reading and interpreting knowledge base documents, technical manuals, and procedural documentation.-

Hands-on hardware troubleshooting, remote desktop and phone support experience is a plus.

Qualifications : -

Bachelor's degree and / or extensive relevant experience.-

Minimum of two years of proven work experience as a computer technician and end user services, working within a team-oriented, collaborative environment.-

Excellent Microsoft Windows, Office support and troubleshooting experiences.-

Excellent verbal and written communications skills.-

Intermediate knowledge of network architecture and topologies-

Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).?Shell scripting experience a plus (Windows PowerShell, Perl, Windows CMD line)