E/U Computer Support Tech. (IN)

Indianapolis, IN, United States

No Intake Call Needed -- This REQ is temp to hire

1 Person Needed

Start Date: ASAP

Temp-to-Hire (after 520 hours are worked min.)

Worksite Location: 101 West Ohio Street, Ste. 2121, Indianapolis, IN 46204

Locals Only - No per diem or Relo

Mon-Fri.: 7:30am-4:00pm

US Citizenship REQUIRED

Interviews REQUIRED - Phone

End User Computer Support Technician (Mid level)

Under direct supervision, provides technical support for the installation, repair, and maintenance of personal endpoint devices (desktops, laptops, tablets, mobile) and related software/hardware used by employees, contractors, or clients. Handles a range of troubleshooting activities to resolve identified questions, issues and problems with individual and group hardware and software, with special emphasis on issues that may require research and initiative to identify and resolve. Records and reports data about the resolution of specific issues, questions and problems and refers specialized matters to other internal IT teams.

The position may include activities associated with inventory management. The inventory Analyst is responsible for the asset lifecycle of IT assets. This position requires the ability to image and prepare systems for end users with a priority on new hires. This role also requires the ability to package and ship assets to their final destination. Other responsibilities include data sanitization and physical sanitization of IT assets. The inventory analyst will need to keep the asset inventory records up to date by performing a number of functions in the current asset management application. The analyst is responsible for data entry of all warehouse paperwork, receiving documentation, issues, asset transfers, shipping documents and cycle count adjustments. Additionally, the analyst may perform daily cycle counts on items in the warehouse, comparing the physical counts to the computer counts and performing an analysis on any discrepancies found.

The position requires lifting and movement of computer equipment typically up to 50lbs. This position may require both local and remote travel.

May work with team members and IT work groups to implement, maintain, and troubleshoot specific issues, questions and problems associated with individual computers or related hardware; this may include support for various network, application, and infrastructure systems.

SPECIFIC RESPONSIBILITIES:

Provides in-person analytical and technical support for the installation, repair, preventive maintenance, troubleshooting, upgrades, modifications and enhancements to individual workstations, laptops and related hardware / software. Will provide similar support for Apple devices, including Mac desktops, laptops, and smartphones with future support of Linux based computers.

Troubleshoots software and hardware questions, issues, problems and failures with workstations, laptops, related hardware / software; this may include more complex and challenging matters that require research and initiative to resolve. Activities include recognition, research, isolation, resolution, and follow-up actions.

Screens and diagnoses internal inquiries and work requests for maintenance of computers. Identifies incidents, issues, questions and problems that are beyond the scope of the work group and refer those to higher-level End User Support staff members or to other IS groups.

May recommend changes to existing procedures. Works with end users as necessary to assure they know and follow new and existing procedures.

Assures that all activities are documented and reported according to *** and IS standards.

Regularly follows up with end users to ensure that questions, issues and problems have been resolved to the users satisfaction.

Maintains knowledge of current trends in the development of end user hardware and software.

May work with third-party vendors and contractors in handling routine installation, maintenance and use of their products and services.

Assists with project mobilization activities; may work with projects having to do with IT infrastructure hardware, as directed.

Assists with office moves, consolidations, and closures.

Onsite support will be provided in home office as well as remote regional support with some business travel, as needed.

PREFERRED EDUCATION/EXPERIENCE:

4-year degree in Computer Science (or related curriculum) and at least 6-8 years of relevant IT work experience. Experience should include the support of various Endpoint devices in a geographically diverse environment. Individuals with a 2-year degree and an additional 3 years of relevant experience can be considered. Those candidates without a degree will be required to have an additional 5 years of relevant experience for consideration.

CERTIFICATIONS:

COMPTIA Fundamentals or A+ certification (either or both preferred)

Microsoft certification and or ITIL Foundation if applicable

SKILLS/COMPETENCIES:

A good working knowledge of Microsoft operating system and applications as well as a very good knowledge of personal computer technology, including a variety of computer models, printers and peripherals. Experience working with standard security tools including anti-virus and disk encryption.

Working knowledge of the Apple operating system and applications.

Good teamwork skills

Excellent customer service skills.

Be very thorough, organized, and efficient.

Ability to identify, analyze and resolve technical issues, questions and problems with hardware and software configurations.

Written and oral communication skills appropriate for the position, including the ability to speak very well in basic professional situations and present technical data in a logical manner that is easy to understand (may include communication via telephone, in person, or presenting to small groups). Ability to write moderately complex documents (may include emails, memos, procedures, presentations, knowledge articles). Typically communicates with a wide variety of individuals (employees and managers) throughout the organization and outside of the organization (i.e. clients, vendors).