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Level 2 Deskside Support

Company: TEKsystems
Location: Raleigh
Posted on: February 22, 2021

Job Description:

Description:Advance Auto Parts is a large Fortune 500 company that is headquartered in Roanoke, VA with a presence in Raleigh, NC and Richmond, VA as well. They have been known as an auto parts company that has IT, but with new leadership are moving towards being an IT company that sells auto parts. We have been supporting Advance Auto parts for 10+ years and currently have around 50+ consultants across Roanoke, Raleigh, and Richmond.**PER THIS MIGRATION PROJECT THROUGH OCTOBER 2021**Advance Auto Parts Corporate support team has been tasked with an urgent project to migrate/deploy around 500 devices from Windows 7 to Windows 10. The team will consist of around 6 in Raleigh, NC and 5 in Roanoke, VA. This is an urgent need to be completed because AAP is spending a large sum of budget maintaining these devices on Windows 7 with extra support from Microsoft. The task of these TEKsystems contractors will be to come in early July, absorb as much information as possible around internal processes, and by the second week begin knocking out 2+ deployments/Migrations a day. **PER THIS MIGRATION PROJECT THROUGH OCTOBER 2021****THIS IS THE TYPICAL JOB DESCRIPTION FOR LONG TERM ENGAGEMENTS BUT NICE TO HAVES IF A CONTRACTOR WISHES TO WOW THE TEAM AND HOPE FOR CONTRACT EXTENSION**This person will be apart of the Desktop Support team. This team will be supporting Executives and other internal employees. With the increase of employees through the customer service department, this team is responsible for making sure that all new employees are properly set up with work stations and phone systems. They will take tickets through a Remedy ticketing system and troubleshoot any issues pertaining to the work stations and IP phone systems. They are also responsible for setting up the new customer service laptops. This team will be supporting all of AAP's internal employees. People should be comfortable interacting with all individuals; from support personnel to VPs and other C-level executives.Primary duties are:-Desktop and end user support (Laptops, Workstations, Printers)-Update/Close tickets within Remedy ticketing system-Phone System support-Password resets supporting the help desk team that sits in India.-Break fix issues with HP Computers. There is an HP guy in Raleigh that handles a lot of this and anything that is under contract with HP you can send back.-A lot of building and imaging computers for new employees being on boarded.- If the individual is joining an AAP group you run images on pixyboot, if they are joining a group in CarQuest you run the image through a thumb drive.- Configure every application for each computer which is catered specifically to each users request.-Create documentation to then give that user so they know who to call if anything is wrong with their new computer.-Set up workstations and desks for people.-Set up conference rooms and someone with Audio/Visual experience is a plus.-Troubleshoot issues related to Web-Ex to help executives run their virtual meetings.-Connect users laptops and workstations to printers in corporate.This team is also responsible for troubleshooting the laptops and desktops of C-level executives in the environment and are expected to go to an employee's desk if they are in the Roanoke location. This person should be comfortable and confident with face-to-face interactionAs a level 2 deskside support professional, you will maintain, analyze, troubleshoot and repair hardware and computer systems. You will perform on-site or remote servicing, repair, and installation of computer hardware, software and networks, executing requests in person and by email, phone, or live chat. You will be engaged in a PC refresh cycle that includes the upgrade to Windows 10, using ServiceNow to manage your workflow. You will partner with a team of creative, passionate and quality-minded technicians as you help the company win! Responsibilities Include:Excellent Customer Service: able to build rapport by showing empathy, obtain problem details from a sometimes-frustrated customer demonstrating confidence, a sense of purpose and urgency, adhering to service level agreementsProblem-Solve Computer Issues: as the primary contact on technical and service related problems, take initiative and ownership of reported end-user problems using troubleshooting skills, diagnostic tools and root cause analysis techniques to identify root problems and process these incidents through ServiceNow incident management.Provide Hardware and Application Support: for desktops, laptops, tablets, workstation devices, mobile devices, printers, and software. Diagnose and solve unique one-time problems, reimage systems and engage in computer networking. Work with purchasing staff to buy replacement hardware and software as needed. Manage user accounts via MS Active Directory.Install Software Upgrades: complete hands-on fixes for desktops and laptops that include software installations and upgrades, perform file backups and configure new systems and applications. After completing installations, test new computers according to established guidelinesCreate and Maintain Documentation: Documentation is a major requirement for this role. You will record, track, and write notes that related to the problem-solving process, including decision outcomes, actions taken, and final resolutions, submitting accurate call logs, itemizing customer interactions and ensuring data in the ticketing system is accurate so reports can be used to evaluate the customer's experience, process health and team performance. Additionally, you will create knowledge records that can be used by the Level 1 Help Desk team or customers via the self-help portal.Sustain a collaborative work environment by keeping peers, process partners and management informed of trends, significant problems, unexpected delays and anything new in the environment. Required Skills & Experience:3+ years' experience as a desktop technician supporting issues with Microsoft Office Suite, Windows 10, iOS, OSX, Active Directory, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling.3+ years' experience imaging, configuring and support the deployment of new computer systems, installing & configuring hard drives.Ability to troubleshoot and resolve basic network issues including data sharing issues and WIFI and wired troubleshooting.Knowledge of user authentication, malware software and wireless communication security.Able to support an on-call rotation (every 9 weeks) Preferred Skills & Experience:Associate's degree or combination of professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE)ITIL Foundations Certification1+ years' experience processing Incident, Problem, Service Request and Change Management processes using ServiceNow2+ years' experience managing support issues with Microsoft Office Suite, Windows 7, iOS, OSX, Standard Desktop Image, Remote Access, VPN, Printer Troubleshooting and basic cabling. Required Behavioral Competencies:Time Management: Work independently and pace self to multitask and complete jobs successfully.Analytical Thinking: Address a problem by using a logical, systematic, sequential approach. Apply Technology to Tasks: Uses available diagnostic tools to identify issues.Communication Skills: Knows listening is essential to understanding, keeps people informed, shares information and provides constructive feedback.Writing Skills: demonstrated ability convey instruction and explanations in plain language when communicating with customers and support partners via help desk tickets and emails.Customer Focused: Talks to customers to find out what they want and how satisfied they are with what they are getting.Diagnostic Information Gathering: Identifying the information needed to clarify a situation and drawing out the information when others are reluctant to disclose it.Decision Making: Able to make decisions and solve problems involving varied levels of complexity, ambiguity and risk.Forward Thinking: Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.Initiative: Identifying and dealing with issues proactively and persistently; seizing opportunities that arise.Results Oriented: Focus personal efforts on achieving results consistent with the organization's objectives.Teamwork: Ability to effectively work and complete assignments in group setting, works cooperatively with others to achieve common goals.General CommentsLocation: RaleighFirst Shift: 8:00 a.m. - 5:00 p.m. Candidates should be flexible with work hours to work 9:00 a.m. - 6:00 p.m. when needed.Skills:Microsoft Office, Windows 10, Ios, OSX, Active Directory, Imaging, Remote Access, VPN, install & config, ITIL, CompTIA A+, windows 7, migrationTop Skills Details:1. 1-3 years of Desktop Support in a Windows 7 and 10 Migration Environment (Hands On)- In AAP's Raleigh location there are around 400 devices remaining needing windows 7 to windows 10 deployment/Migration. another 100 more in Roanoke, VA.2. PC Build Experience - This person will be re configuring laptops and replacing old laptops and putting together new devices for its users! The ability to build a PC from Scratch is a nice to have. Team Members are using LAPLINK PC MOVER to migrate user's data and storage from old devices to new devices! 3. Ability to configure and troubleshoot issues related to Windows 7 and Windows 10 deployments. - Need an on your feet thinker that can collaborate with FTE's and absorb internal processes very quickly.Additional Skills & Qualifications:Motivated, willingness to provide basic level support but desire to gain more experience to take on higher level responsibilities; can receive tasks and independently fulfill what is being ask with little to no supervisionIKM - Windows 10 Technical SupportExperience Level:Medium Level


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.

Keywords: TEKsystems, Raleigh , Level 2 Deskside Support, Other , Raleigh, North Carolina

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