Senior IT Desktop Support L3

IT Desktop Support Engineer L3

On-site in Woolwich, NJ

8 AM to 6 PM (Monday to Friday)

Full-time/permanent contract (6-12 months + extendable)

· Deliver onsite support functions for end user issues, such as hardware, software, and operating system troubleshooting.

· Provide request fulfillment for new hire PC deployments, terminations, computer upgrades, and office moves support.

· Installation and basic troubleshooting of office productivity applications, such as O365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, OneDrive, Adobe, browsers, etc., and other business applications, with knowledgebase articles provided by client.

· Understand client's email configuration and provide basic troubleshooting.

· Knowledge of request and incident management processes and best practices.

· Knowledge of ServiceNow, MS Teams, and other common productivity and collaboration software.

· Good communication and customer service skills, and ability to effectively interact with the business when needed.

· Other L3 Desktop Support duties as assigned by client.

Smart Hands & Feet Support:

· Support infrastructure assets such as servers, network, and industrial/distribution center devices such as mobile carts, RF guns, scanners, zebra printers, etc.

· Conduct shift handover activities and email status reports.

· Perform walk throughs and visual inspections of all rack-mounted equipment and critical fixed asset monitoring panels.

· Conduct alerts monitoring for any amber/red alerts, and open incidents with respective towers, etc.

· Image and troubleshoot mobile carts and install software on RF guns.

· Perform and complete all service requests accurately and expediently.

· Assist other team members with racking and de-racking of servers, cabling, and wiring of other equipment as needed.

· Assist IT teams to perform reboot, hardware failure trouble shooting, and work closely with facility team and IT Ops team for any scheduled maintenance/upgrade /project work and adhere to ITIL process etc.

· Escort 3rd party vendors (ex: Verizon, Comcast).

· Repower appliances and troubleshoot to fix switches/routers/servers, etc.

· Unplug/re-plug/replace network cables.

· Test connection activities using laptops on switches.

· Test wireless access points for activity.

· Obtain and forward pictures to network team to assist with device identification.

· Provide console access to network equipment.

· Assist with screen sharing to allow for remote control of console access.

· Perform UAT testing based on the guidance of client SME.

· Rack and stack new servers or routers based on the assistance of the equipment owner.

· Acceptance and signing for hardware based on the assistance of equipment owner.

· Travel from Hub site to the spoke sites may be required during IT support.

· Strong customer service orientation, reliable with excellent verbal and written communication skills.

· Ability to effectively interact with the business when needed.

· Other L4 Hands & Feet Support duties as assigned by client.

· Must be able to lift and/or move up to 40 pounds.