Regional Deskside Technician Tier 2

Overview

Regional Deskside Technician Tier 2 at Executive 1 Holding Company, LLC . Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop / laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured / developed standard system software. Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus / malware, warranty parts and repairs, data backup and recovery, and system administration support. Technicians document all reported problems and issues and provide training to customers on technical solutions and proactive technical support measures. Technicians provide minor infrastructure tasks as requested and approved by the customer and contract management.

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and / or travel to off-site locations as needed and authorized.

Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They provide incident resolution and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access.

Deskside Technicians provide on-site Deskside Support at the Minneapolis, MN location Monday through Friday, for an 8 hour shift during the hours of 7 : 00 am – 5 : 00 pm local time as well as off-site remote support when the Government's local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations from 7 : 00 am – 5 : 00 pm local time. On-call services (as-needed) are required between 5 : 01 pm – 6 : 59 am local time Monday through Friday, weekends, and Federal Holidays. Travel may be required to additional customer locations to provide on-site support.

Responsibilities

• Install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop / laptop hardware and software, mobile devices, and peripherals.
• Perform hardware upgrades and software support; assist with data backup and recovery, virus / malware remediation, and system administration tasks.
• Document problems and provide customer training on solutions and proactive support measures.
• Provide remote and on-site support, including travel to off-site locations as needed.
• Follow SOPs and ensure proper ticket closeout; provide remote assistance for Government off-site computers.
• Support on-site in Minneapolis, MN with defined shift hours and on-call availability.

Experience and Education

Preferred Skills / Experience

Certification Requirements

Other Requirements

Location

250 S Marquette Ave # 600, Minneapolis, MN 55401

Benefits

Senioriy level

Employment type

Job function

Industries

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