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IT Support Technician

1 month ago

East Syracuse, United States TEKsystems Full time

Description: TEKsystems' client is looking for a LEVEL 1/2, IT Support Technician for an ongoing contract to hire within their enterprise IT team, supporting operational (and occasionally project needs) for their smaller manufacturing plant in Syracuse, NY. This contract will replicate a full-time opportunity, will be a long-term position with benefits, PTO etc. On a day-to-day basis this technician will be assisting the end users on site with issues related to hardware, software, Office 365, mail, passwords, functionality and general enterprise support for Windows Enterprise, Microsoft Office Suite, and other various manufacturing related technology. This technician will be taking on the bulk of the L1 Service Desk calls and freeing up other technicians for project based work (upgrades, implementations etc.) As they are ramping up production across it's plants and adding more lines of factory machinery, they are looking to add people to their team. Day-day responsibilities: Primarily Service Desk and Desktop support for local users, mostly written ticket requests responding to a shared queue. End Users are factory and office workers at the location (400 Employees) Most calls go to Help Desk at Greene, and are rerouted to this location. Nice-to-haves: ○ Familiarity with ServiceNOW (3C Logic)** ○ TeamViewer (remote control of users PC) ○ Project Experience ○ Desktop Support, Deployment, Imaging, Hardware replacements, Swaps etc. Example issues: "My outlook isn't working" "Need a computer upgrade" Devices aren't working in the field "My mouse isn't working" Basic PC troubleshooting, then of they can't fix it then escalate to the next level Capable of putting "Guns" onto the wireless network and program it (follow steps) Troubleshoot a printer- "it's not working and if follow instructions" TeamViewer - remote control access to user computers. Additional Skills & Qualifications: The Primary Training Plan for the first Month would be as follows Shadow me and Troy as we respond to tickets so they can learn our process, see how we communicate with the end user, etc. Learn Service Now and 3CLogic, entering and responding to tickets. Get experience with answering help desk calls and routing tickets. Outside of these 3 priority topics there will be additional training topics for the new person to learn as we have time available to work on a topic with either me or Troy. These would be on an ongoing basis to build up their skills and be able to take on some tasks to either relieve me and Troy or have things to work on during downtime. Additional Training Topics: Documentation and Procedures - • Explaining IT Procedures and Policies, examples include security request, new phone or computer request, incident response, PPM, etc. • Documentation process Imaging and Upgrades - • Imaging new computers • Re-imaging existing builds • Windows 7 to 10 upgrades • Windows 10 in-place upgrades • Setting up user profile and user specific programs Printers - • Ricoh Printer support, supplies and toner • Label printer support, Loftware and common hardware issues Application Support - • General understanding of the types of applications in use at Raymond • Procedures for common application installs or common support issues • SCCM – general understanding of its use and our updating procedures Active Directory - • OU level organization, AD basics • User accounts, user setup procedure, termination procedure • Computer accounts Network Cabling - • Procedure for installing cabling in the shop or office, working with Lucas • Creating network cables (good downtime activity and we always need more cables) Citrix - • How Citrix is used at Muscatine Phone Support - • iPhone support, common problems and requests • Flip Phones • Phone Policies • VOIP phone basics (not admin at Cisco level) If you feel you are qualified for this position, please submit your resume and a recruiter will reach out About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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