Support Technician

* Description
* Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end-user devices.
Support remote retail and office sites which include virtual devices and Point of Sales (POS) hardware.
Provide support for video conference (i.e., Teams Rooms), mobile devices (Android and iOS), and IP telephony (VOIP) systems.
Commented (RM1):
Do we want the hours, 8-5 on here? Commented (MN2R1): @Rachel Merino will you take a look at this and see if this makes better sense?
Proactively identify potential issues that could adversely impact customer experience and follow through on action steps including researching working with Vendors and recommending solutions.
Collaborate with the Sr. Workplace Engineer to set strategy for the end-user digital workspace, ensuring alignment with company goals and technological advancements and ensuring hardware and software compatibility with end-user computing.
Participate in strategic planning sessions to understand business drivers and goals, presenting appropriate innovations and thought leadership.
Mentor junior team members to help them develop their skills and take on more complex tasks over time.
Provide feedback to the end-user services team on technical process issues to improve overall service delivery.
Coordinate with end users on expectations and availability to conduct services.
Write, review, and maintain knowledge base for administration tasks, installation and configuration of software and hardware, and troubleshooting.
Complete lifecycle management updates in the Asset Management Database (AMDB) based on devices moving in and out of stock, as well as maintaining the chain of custody documentation as devices enter and leave the depot.
Manage and maintain inventory levels of end-user hardware, ensuring minimum and maximum stock levels are adhered to.
Dispose of broken, damaged, and end-of-life assets utilizing Company providers.
Maintain and manage vendor relationships, ensuring timely procurement and delivery of hardware including obtaining quotes for hardware from vendors for stock reorder.
Ensure compliance with vendor agreements and manage vendor performance
Order hardware as needed to maintain stock levels and meet operational requirements.
Track incoming and outgoing shipments and deliveries, updating stock levels and lifecycle statuses as appropriate.
Support annual hardware refreshes to ensure machines are updated, refreshed, or replaced based on the refresh cycle.
Keep the hardware catalog up to date, including adding new models and removing obsolete ones.
Provide after-hours support, including weekends and holidays on an On-Call rotational basis.

* Skills
* microsoft sharepoint, Microsoft teams, M365, SCCM, Tanium, Citrix, VDI, Active Directory, Desktop, Windows 10, Windows, Imaging, Office 365, VoIP, ITIL, ITSM

* Top Skills Details
* microsoft sharepoint,Microsoft teams,M365,SCCM,Tanium,Citrix,VDI,Active Directory,Desktop,Windows 10,Windows,Imaging,Office 365,VoIP,ITIL,ITSM

* Additional

Skills & Qualifications
* High School Diploma
Associates degree or bachelor's degree in Computer Science or related technology background strongly preferred
Minimum of 3 years of IT desktop support
Industry standard IT certifications (A+, Microsoft Office, MCP) a plus

* Experience Level
* Entry Level

* Job Type & Location
* This is a Contract to Hire position based out of Dallas, TX.

* Pay and Benefits
* The pay range for this position is $32.00 - $45.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision

* Critical Illness, Accident, and Hospital

* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available

* Life Insurance (Voluntary Life & AD&D for the employee and dependents)

* Short and long-term disability

* Health Spending Account (HSA)

* Transportation benefits

* Employee…