Job Description
Summary: Ongoing desktop support for international airport with ~300 desktops and ~100 laptops.
Note: During the COVID-19 pandemic, may be working 50% remotely and 50% in the office. Otherwise, fully in the office.
REQUIRED SKILLS: • Excellent customer service skills and professional conduct; • Knowledge of personal computers and peripheral devices; • Ability to apply logic in analyzing technology solutions; • Strong organizational and communication skills; • Ability to perform effectively both independently and as a team member; • Working knowledge of MICROSOFT OFFICE SUITE 2010/2016 AND WINDOWS 7/10; • Understanding of system imaging utilities such as GHOST, TRUEIMAGE, AND SCCM OSD
Responsibilities: • The Field Services analyst provides hardware (desktop, laptop, tablet, and other mobile devices), software and printer support to users while maintaining a high level of customer satisfaction. Performs field support activities with direction from supervisor and lead level personnel, which may include: • INSTALLATION, CONFIGURATION, AND TROUBLESHOOTING OF DESKTOP SOFTWARE - EXAMPLES INCLUDE, WINDOWS 7, 8 AND 10, MS OFFICE SUITE 2010/2016, ANTI-VIRUS AND ENCRYPTION SOFTWARE; • Knowledge active directory, group policies, and administration of both; • Participate in and lead projects for hardware rollouts, adds and moves, as needed; • General IT technical support, troubleshooting and documentation for customers and internal IT staff; • Receive, inventory and install new equipment, process surplus IT equipment leaving the environment, or relocate equipment; • Perform user and system requirements gathering and analysis; • Determine requirements, design and build for customer use hardware; • Determine proper installation parameters for software and hardware; • Analyze, detect, identify and correct technical problems and deficiencies; • Properly escalate issues and follow through to successful resolution; • Utilize modern service ticket management systems; • Monitor system performance.