Desktop Support Analyst

Job Title:
Desktop Support Analyst

Location:
Phoenix, AZ 85043

Mode :
Contract (6+ Months) - Onsite

• Perform technical diagnosis and repair defective hardware, including break-fix, support, advice, and assistance for End User Digital Asset to end users.
• Correct problems associated with failure or maintenance of the devices.
• Diagnose and resolve functionality for OS's, applications and network connectivity.
• Update asset inventories when any equipment or Software changes are made.
• Educate users when there is a self-help opportunity the user could have performed to fix without support.
• Provide refresh support per Client-established refresh schedule and as indicated by proactive management tools for supported End User Digital Asset volumes until End User Digital Asset are direct shipped to the end user.
• When remote support is unable to resolve user issues, coordinate and execute device and peripheral repair or replacement providing a single point of contact, installing software, reloading data, performing configuration functions, testing functionality, and gaining acceptance of End User.
• Perform and coordinate data harvesting on files identified by ELDS for e-Litigation proceedings according to Client policy.
• Set up security, file access and other administrative procedures.
• Support device life cycle activities, per established procedure, by securely storing any devices which contain Client data and by wiping user data from returned devices once user confirmation has been received.
• Coordinate the receipt of computing equipment/parts for the site
• Perform on-site tape management (eject/load) and interact with off-site storage provider on a daily basis including weekends to ensure backups are moved off-site on a timely basis.
• Site support will maintain a clean and tidy work environment, including the stockroom and desk area.
• Special attention should be given to the IDF/MDF and ITC areas.
• Site support is responsible for ensuring the maintenance of standards in the IDF/MDF area
• Site support is responsible to provide onboarding support, formerly known as hyper care, at the Client sites.
• Toner Management- responsible for managing onsite toner supplies and replacement of toner cartridges for Ricoh devices
• Toner Management- ensure an adequate stock of toner cartridges is maintained to meet the operational requirements of the Ricoh devices
• Smart Hands Support- offer additional Smart hands support to guide or chaperone remote Ricoh technicians during maintenance or troubleshooting activities
• Smart Hands Support
  - Smart hands support may include physical assistance, providing access to the Ricoh devices, and facilitating communication between remote technicians and Customer's IT team.
• Provide Level 2 support for Meeting room or Audio Video services where/when third party vendor is not available