IT Customer Service Representative - Houston

Responsibilities:

• Contractors Field Support services provide handson support for infrastructure devices in the Workplace.
• Devices supported include PCs mobile devices printers and LAN equipment Activities include hardware maintenance software support and Installs Moves Adds & Changes (IMACs)
• Troubleshoot and install printers drive mappings permissions and other enduser computing environmentrelated items.
• Company Hardware and software maintenance and support
• Workplace (Laptops Desktops and iOS) device optimization and configuration
• The contractor shall provide onsite desktop services for supported desktops supported desktop software and supported devices at Companydesignated locations. Locations may be modified from time to time by the Company by the Agreement using the applicable Change Control Procedures.
• The contractor shall provide onsite Desktop services in English for supported desktops supported desktop software and supported devices.
• The contractor shall perform the desktop services in a manner that minimizes interruptions to the Companys daily operations.
• The contractor shall perform proactive maintenance of the supported desktop supported desktop Software and Supported Devices to minimize downtime.
• LogMeIn is the primary remotecontrol tool; Company remotecontrol software is used as a backup method only.
• Field Services Support shall not manage P1 tickets.
• Field Services support shall manage singleuser Incidents and VIP tickets P2 P3 P4 along with Service Requests only.

Good to have: Microsoft HoloLens Wearable support experience.

The supported devices are listed below:

• Desktops & laptops
• Microsoft HoloLens Wearable
• Apple Mac OS for remote connectivity (e.g. Citrix) where applicable
• Printer queue and break/fix coordination
• iOS devices
• Android devices where applicable for Mobile Device Management The supported software is listed below: Enterprise software part of the Companys standard workplace image (desktop and laptop)
• Overseeing the daytoday functions of deskside (manage workload and attendance )
• Create KBs and processes and get needed approval from client about new processes.
• Developing communicating and implementing new policies and procedures through both verbal and written documentation.
• Motivate Teammates by inspiring positive communication and build a strong relationship among the team.
• Mentoring Deskside team members both technically and on policies and procedures established by IT Department.
• Perform hiring responsibilities of new deskside members and disciplinary responsibilities.
• Train new deskside members and equip them with the necessary knowledge and skills.

ATD Technology LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties financial and technical goals. ATD is a full service provider with offerings in Contract Permanent and TemptoPerm staffing solutions. We serve Fortune 1000 mid cap and small cap companies in the Commercial Public and Government sectors.