Desktop Support/Deskside Engineer/Customer Support/IT Support/Call center support

Company Description

Arthur Grand Technologies (www.arthurgrand.com) is in the business of providing staffing and technology consulting services. We have doubled our revenue year over year for the past 5 years. This speaks to the long-lasting relationship and customer satisfaction that we have built in this short span of time. Our company is managed by a team of professionals who worked for big 5 consulting firms for 20+ years. 

We are a minority owned staff augmentation and technology consulting company
To keep our valued employees, we need to keep them engaged in challenging, interesting work, offer market-relevant benefits and provide continued opportunities for professional growth.

Job Description

Hi Team,

Arthur Grand Technologies is currently seeking a highly motivated and skilled Deskside Support Engineer (L3 Level) for one of our clients.

Job Title :- Deskside Support Engineer (L3 Level)
Job Location :- Libertyville, IL

Duration:Long Term Contract
 

Minimum experience: 6 - 8 years of technical experience in Desktop and Technical Support/ IT Service Delivery.

Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

A Technical Certification (Microsoft/HP/Dell), ITIL Certification, CompTIA A+, Microsoft Certified Professional (MCP) or better would be an added advantage on this role.

Responsibilities:

• Provide customer facing end-user support that includes:

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (Android/iOS/iPhone/iPads)
• VIP and home-based office user support
• Imaging/Re-imaging end user systems on approved tickets
• Supporting End User Device Lifecycle Management as per Client policies and procedures

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Manage device information from the point of acquisition through retirement and disposal. Provide operational oversight to ensure the proper maintenance of asset information, utilization of devices, replacement/refresh according to customer lifecycle, asset health and operational quality. Perform audits of hardware assets according to standard operating procedures.
• Maintain asset management tools that support automatic discovery (such as SCCM), facilitate effective deployment, re-use of assets, and provide a common view of information.
• Perform required disposal process prior to asset disposal as per customer policy. Including transfer of ownership signatures at transfer.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
• Provide technical orientation and training for new Client employees on existing systems and software
• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.                                             
• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.       
• Provide weekly reports as requested by Customer                                   
• Implement best practices in the stores to resolve issues                                                                                        
• Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
• Participate in team pr