Deskside Technician

DESCRIPTION & RESPONSIBILITIES

The deskside technician works on assignments that are routine in nature and generally assigned to tasks that are specific, single function, routine or repetitive operations. Manages work effectively by prioritizing own assignments and works on more than one task at a time.

Coordinate with team members and 3rd party service support groups to effectively resolve incidents and service request according to Brookfield SLA’s. Provides level 1.5 / 2 technical support and service for daily end user computer operations and project efforts in a complex computing environment. Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, RSA token, Video Conference, software and basic network support. Works with direct team members and Brookfield’s employees and contributes to continuously improve the end user experience. Will require working during non-business hours and on weekends on occasion.

RESPONSIBILITIES:

- Follows standards and guidelines to install, configure, customize, troubleshoot, upgrade and maintain Brookfield workstations, printers, wireless devices, handheld devices and peripherals. Advocates understanding with Brookfield users on the benefits of the IT service provider model to help foster collaboration.
- Provides quality service and takes ownership in resolving day to day incidents / triage and coordination of service requests; tracking end user systems and device inventory resulting in timely and efficient resolution to incidents / service request evidenced by meeting Brookfield user needs, meeting or exceeding Brookfield SLA’s and accurate data for asset management.
- Proactively seeks information and utilizes creative problem-solving skills along with standard operating procedures
- Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating Brookfield users on the use of end user computing hardware.
- Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
- Will be involved in administration of access control solutions for building management systems
- Monitor system dashboards and action system alerts for environments as per operational run books.
- Review logs and other monitoring activities for personal computers as per the logging and monitoring policy.
- Prioritize regularly scheduled service activities along with urgent, often unscheduled support requests with a high level of responsiveness.
- Ensure that desktop support deliverables are completed on time, are of high quality, and satisfy clients.
- Manage and maintain network connections.
- Supply software and hardware to team members as appropriate.
- Create and maintain user accounts.
- Perform systems analysis and configuration for new hardware
- Provide support for hardware and software set up.
- Respond proactively to alerts and other system-generated reports and escalate, when required
- Manage and maintain incident and problem management queues; ensure that issues are resolved within the defined Service Level Agreement (SLA).
- Ensure that all documented operations processes are executed accurately and that exceptions are escalated for approval.
- Participate in ongoing process improvement and recommend process changes.
- Building and adding to knowledge bases and collaboration tools.
- Ensure all Security, Privacy, Project Management and ITIL operational processes are adhered to: Follow industry best practices, processes and policies that are required to maintain and support privacy and security requirements.
- Support creation, review and testing of build books, run books, deployment guides and other operations processes as required.
- Will require to travel to various locations outside of the corporate office

QUALIFICATIONS

SERVICE / PERSONAL SKILLS:

- Troubleshoots network performance issues, analyzes network traffic, and provides capacity planning solutions. Diagnoses, resolves, and documents hardware and software network problems in a timely and accurate fashion and provides end user training and support where required.
- Demonstrate ability to establish and maintain effective relationships with Brookfield’s management/employees and 3rd party vendors in a manner that consistently meets Brookfield’s expectations for exemplary customer service
- Demonstrate ability to see issues from the customer’s perspective, assesses urgency of requests and responds accordingly.
- Ability to communicate clearly and effectively both verbally and in writing, to differing audiences
- Periodically moves boxes and computer equipment weighing up to 50 lbs
- Positions self to install computer equipment, including under desks
- Punctual, regular, and consistent attendance is re