Onsite Tech Support

**Job Title**:Onsite Tech Support**

**Reports To**: The **Onsite Tech Support** will report to the Client Services Supervisor, Client Services Manager, IT Supervisor/Manager, or equivalent leadership.

**Onsite Tech Support** - Senior Associate is responsible for providing local operational support for an office or group of offices. This role is also responsible for Asset Management & Procurement.

**JOB FUNCTIONS**
- Asset Management & Procurement
- Manage and document IT purchases, repairs, asset write offs, asset disposals, etc.
- Obtain quotes for brand purchases and forward them to brand finance for PO Creation.
- Then carry out purchases, verify deliveries and approve invoices.
- Obtain quotes for IT purchases including DaaS and Opex, create PR requests, for IT
- finance to perform PO creation. Then carry out purchase, verify deliveries and approve invoices.
- Manage and track recurring Opex invoices
- Prepare monthly DaaS billing report for IT Finance
- Track changes and trends in new hires, terminations, and broken assets, etc.
- Manage quarterly DaaS capex budget for Canada
- Import new assets into Service Now
- Create asset refresh tickets
- Generate recurring reports, such as weekly asset returns, quarterly CSR reports
- Responsible for overseeing of assets in storage
- Conduct a health check on returned assets to determine if they require repair, disposal, or other action.
- Assist with Tech Support
- Issues Management and Resolution
- Ensure customer is updated on ticket progress
- Work directly with customers to solve problems
- Utilize internal IT Knowledge Base to both provide and find solutions to known issues
- Use external information to research and resolve issues when needed
- Consistently update the ticket tracking system with status and fixes
- Provide monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
- Properly escalate issues to necessary parties as required
- System Administration
- Perform routine system maintenance on laptops and desktops
- Track computer assets according to organizational standards
- Perform backups and restores
- Perform configuration of hardware including drives, network interfaces, memory,
- processors, and peripherals.
- Perform installation and configuration of software including operating system, patches, and 3rd party products.
- Maintain established computer standards and participate in testing new standards communication
- Strong interpersonal skills with heavy focus on customer service
- Demonstrate sound written, oral and organizational skills
- Document solutions, systems and procedures
- Collaborate with local and remote teams using provided tools
- Consistently share solutions with peers
- Works effectively as an individual and as part of a team
- Contribute to collaboration channels to share information with team members and large
- Onsite Tech Support team
- Comfortable training small and large groups of people on new IT solutions
- Resource & Project Management
- Complete assigned tasks on time
- Ability to follow documented commonly used concepts, practices, and procedures
- Ability to manage multiple constituencies, issues, priorities, projects and goals
- Adhere to team policies and organizational reporting structures
- Continuous Improvement
- Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.
- Share information gathered with other team members
Work Schedule
- Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
- Must be available via cell phone for issue resolution and assistance after hours
Travel
- Local travel between sites may be required
- Occasional travel to sites outside the local area may be required

**PERFORMANCE STANDARDS & EXPECTATIONS**
- Education and Certifications
- Bachelor's Degree from an accredited university, preferably in Computer Science,
- Information Systems or equivalent program, or a proven track record of IT experience required
- Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+) Experience
- Minimum 3 years IT and Asset Management experience
- Experience delivering IT solutions within a corporate and/or enterprise environment
- Experience working in a mixed Mac and Windows environment
- Experience implementing best practice processes and procedures
- Knowledge of ITIL best practices required

**Additional Skills**
- Experience in the Advertising and/or Marketing industry preferred
- Experience in centrally managed computer environments
- Experience supporting A/V environments not required, but is a plus
- Skills helpful but not required - BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems

**Physical Demands**:

- Fine and/or gross motor skills, including the abil