Technical Support Specialist - Palo Alto, United States - Apex Systems

Description

Field Services Technician II - IT Support Services
6 Month Contract-to-Hire

Location:
Palo Alto, CA


Pay Range:
$28-31/hr


Job Summary:

The Field Services Technician II is responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices.

The Field Services Technician II will additionally provide L2/L3 support as required and work with the Service Desk and desktop engineering teams to identify and remediate recurring issues.

In addition, the Field Services Technician II is a responsible for the management of the Asset Management Lifecycle including Shipping and Receiving, Inventory Control, License Management, Maintenance Renewal, and Inventory Decommissioning and Disposal.

This includes execution of process improvements, quote management for IT hardware and software requests, ordering, receiving, returning, and delivering of IT hardware assets.

Job Duties:

The job duties listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.

Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility.

Employees may also perform other duties as assigned.

Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.

Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.

Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
Provide service and customer support during field visits or dispatches, representing the client in a professional and businesslike manner.
Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
Oversee onsite initial basic network troubleshooting, port activation and deactivation.
Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.

Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.

Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
Provide technical support and setup during special events such as conferences.
Complete accurate and timely updates in Asset Management tracking system.
Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets.
Coordinate and manage asset audits and manage exceptions through a remedial action management process.
Ensure process compliance by managing the remedial/corrective action management process for any breaches that occur throughout the lifecycle.
Ensure equipment is per the defined standards.
Work closely and build relationships with client vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
Consult with Project Managers for procurement of IT hardware for projects and manage procurement


Minimum Qualifications:
Education
Four year college degree or advanced certifications (e.g. Microsoft Technology Associate (MTA), Cisco Certified Entry (CCENT) CompTIA A+)

Experience
3-5 years of related work experience; experience in a healthcare IT environment preferable.

License/Certifications
California Driver's license. Must have clean driving record.
Microsoft Technology Associate (MTA) (nice-to-have)
Cisco Certified Entry (CCENT) (nice-to-have)
CompTIA A+ (nice-to-have)
Certified Asset Management Professional (CAMP) (nice-to-have)
Certified Hardware Asset Management Professional (CHAMP) (nice-to-have)


Knowledge, Skills and Abilities:

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Experience troubleshooting, repairing, and supporting the following (or similar): Windows 7, Windows 10, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN); HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 5 years of documented service required on at least 2 hardware systems required; Apple (iPad) and other common tablet computing devices; Printers, monitors, external hard-drives, network interface cards, etc.; Cisco routers (e.g., 36XX, 76XX, ASR 1XXX); Cisco switches (e.g., Catalyst, Nexus); Cisco wireless access points (e.g.

, Aironet)
Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.
Hands-on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
Experience conducting data and process auditing and quality assurance.

Ability to effectively interact with all internal and external stakeholders, as well as customers at all levels in the organization.

Preferably, strong experience in environments in which ServiceNow is the primary IT service management system.
Comprehensive knowledge of the principles, methods, and processes involved in supporting IT Asset logistics operations.

EEO Employer
Apex Systems is an equal opportunity employer.

We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or

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