Description

The Desktop Technician plays a pivotal role in managing the entire lifecycle of IT hardware equipment, ensuring smooth provisioning, maintenance, and decommissioning processes. They are responsible for provisioning hardware equipment for associates, conducting device checks, and maintaining accurate inventory logs. Additionally, this role involves managing onsite inventory levels, replenishment of inventory, equipment returns processes, and providing input for continuous improvement of processes. They prioritize and manage ticket requests while delivering exceptional customer service to colleagues.

Essential Functions

• Provision hardware equipment for associates such as laptops, desktops, cell phones, desk phones, tablets, and other items as

identified within the scope of IT Services' purview utilizing provided standard image maintained by IT Services

• Complete device checks to ensure all outgoing devices have required software and security tools installed per standard operating

procedure outlined by IT management

• Ensure IT asset inventory logging is updated for all deployments and returns

• Manage onsite IT inventory levels and replenishment

• Manage equipment reclaim process from field locations and ensure all IT assets are returned within a timely manner

• Complete intake and processing of all mail directed to IT Services

• Maintain IT office space cleanliness and organization of IT closet stock

• Test, refurbish, warranty, decommission, and recycle endpoints or IT equipment that is received back from the field

• Manage 3rd party vendor communications to ensure warranty repairs or replacements are handled in a timely manner

• Provide input and assistance with standard image updates, needs, and issues where applicable

• Effectively prioritize and manage ticket requests via a ticketing system

• Document all progress for each support request or project assigned

• Ability to document routine resolutions and identify trends

• Provide exceptional customer service to colleagues via phone, email, and in-person

• Perform tasks during the weekly maintenance window(s) as identified

• Assist with recurring tasks related to day-to-day operations of all IT Systems

• Provide input and complete action items related to continuous improvement to inventory management and endpoint lifecycle

• Provide in-person support to associates that visit the IT office for assistance or onboarding associates as identified by IT management

• Provide remote support to associates as identified to aid IT Services' projects, rollouts, or objectives

• Participate in projects related to Information Technology as identifiedPhysical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of this position. While performing the duties of this role, the employee will regularly communicate verbally and in writing, and must be able to see and hear in a typical office setting. The role frequently involves sitting, walking, standing, using hands to handle or feel, and reaching with arms and hands.

Work Environment
This position operates primarily in a professional office environment. It routinely involves the use of standard office equipment such as computers, phones, printers, copiers, and filing systems. Occasional business travel may be required.

Qualification Requirements
To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed represent the knowledge, skills, and abilities necessary for success in the role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer
The Cook & Boardman Group is an Equal Opportunity Employer and a VEVRAA Federal Contractor. We are committed to providing equal employment opportunities to all qualified individuals, including minorities, females, protected veterans, and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.