Position: DesksideServices
Location: Richmond VAOnsite
Technical/FunctionalSkills
* Respond andresolve IT related issues over the phone and tickets
* Installation of operating system and userapplications
* Troubleshoot hardware andsoftware issues
* Configure maintain andtroubleshoot printers of all types including laser thermal andimpact
* Developing documenting and maintainingdeskside operations and administration procedures in the Policiesand Procedures Manual.
* Providing additionalresources as needed during Critical Situations.
* Effectively managing number of Deskside Servicesresources to ensure appropriate levels of staffing for eachLocation.
* Maintaining and providingEscalation contact list(s) for Deskside Services (including ThirdParty Suppliers).
* Maintaining a continuousimprovement program that improves Deskside Services delivery andreduces the overall number of Escalated Incidents.
* Identifying solutions that minimize the need to Escalateto Deskside Services (e.g. additional Authorized End User trainingSelfHelp support opportunities selfhealing opportunities automationscripts RCA).
* Providing continuousimprovement and innovation for better Authorized End Userexperience (i.e. automation scripts knowledge base articles howtoinstructions etc.).
* Participating incompliance activities including corporate audit security riskassessment and vulnerability remediation.
* Managing any Service Requests (e.g. desktop mobile) whichrequire local interaction at the supported Locations.
* Ability to prioritize tasks and to delegate them whenappropriate.
* Ability to explain technicalissues to technical and nontechnical employees andcustomers.
* Resolve Incidents and Problemsassociated with EUC Equipment and EUC Software and providebreak/fix support