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Deskside Support

1 month ago

West Jefferson, United States Insight Global Full time

6-month CWR Tech Support II Contract-to-hire - Will be converted to Deskside Support II once contract is completed.

Fri - Mon, 7am to 5:30pm **Candidate needs to be flexible as shift will vary to align with production schedule.**

What you'll do on a typical day:

Identify, triage, prioritize and resolve Level 1 & 2 Incidents within our Service Level Agreement, which includes responding to high-priority outages outside of normal business hours; work as the liaison between site leadership, IT leadership and other technical team during outages

Perform daily walks around the warehouse or plant and perform equipment inspections and preventive maintenance

Manage and maintain an inventory of assets to ensure asset readiness to minimize incident impact and downtime

Help create and maintain IT processes and procedures to support the site; lead local project management for site technical refreshes, end-user equipment deployments for expansions, and end-user equipment deployments for site startups

Perform installation, upgrades, maintenance, basic troubleshooting, and repair of various software, as well as computer devices, mobile phones, scanners, network equipment, printers, telephones, etc.

Provide training, mentorship and leadership for other technicians

Maintain exceptional service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends and recommending system improvements

Make technical recommendations to site leadership regarding problems, projects and releases

Create batch files or PowerShell scripts for asset management and incident resolution

What you need to succeed:

At a minimum, you'll need:

2 years of experience supporting networked systems

Ability to troubleshoot and configure RF devices or other handheld terminals, Android PCs and tablets, and printers (multifunction, laser, fax, barcode label, dot matrix and high-volume scanners)

It'd be great if you also have:

Bachelor's degree or vocational training in CS or MIS, or equivalent related work or military experience

Availability to travel; occasionally on short notice

5 years of experience supporting a corporate or warehouse networked computer environment

5 years of experience installing, troubleshooting and supporting corporate AV equipment; building, deploying and troubleshooting desktop computers in a corporate environment; telephony equipment and Microsoft Windows OS

Strong understanding of warehouse management systems

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