Tech Support - Site Migrations
Location: Clearwater
Posted on: June 23, 2025
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Job Description:
Profile Requirements: Associates will be required to work out of
the assigned location 100% in the office 5 days a week US Citizens
only, due to the nature of the business and the work involved. Job
Description 7 years of experience in Desktop Management -
Infrastructure Services (IS) Provide break/fix support for
desktops, laptops, and peripherals Re-image devices and
reinstall/configure applications as needed Troubleshoot Windows OS,
hardware, and enterprise applications Coordinate with third-party
vendors for escalations and hardware replacements Document issues
and resolutions in the IT service management system (ServiceNow,
Remedy, etc.) Comprehensive understanding of PC hardware, software,
operating systems, directory services, printing and applications
required. Application support: Include all applications in the
computer. If this is the global application, coordinate with the
second level team to resolve the issues. PC: Desktop/Laptop
installation, book end users schedule for upgrade/refresh, perform
user's existing computer system/software/data/printer
installed/configuration settings intake prior any upgrade/refresh,
and ensure they are as per order in the upgraded/refreshed
computer. Printers: Support all printers, support network
configuration, driver installation, and vendor coordination for
setup/repair of faulty devices, etc. Install and Configure
desktops, laptops, mobile devices, and associated Peripherals and
related Software. Excellent understanding of Windows 10/11 OS,
Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi
Configuration, Application Software Configuration, VOIP Phone,
Software installations Provide onsite and remote technical
assistance to End Users. Manage the ticket queue and ensure tickets
are resolved and closed within the defined service level agreement.
Respond to end-user requests for updates on ticket status and
promptly follow up as needed. Develop standard configuration and
documentation, Develop installation and configuration procedures
documentation (KB/KEDB and SOPs) Coordinate with vendors for
provision of end-user support (e.g., Hardware Vendor technicians
for warranty repair/replacement) Coordinate with Level 3 support
groups and project teams for service delivery enhancements,
maintenance, and upgrades. Provide IT support for on-site or
off-site events and meetings including site setup, coordination
with venue IT/AV contacts and stand-by support Provide IT support
for disaster recovery and immediate response in the event of
emergency situations at local sites. Good understanding of O365 and
related support activities Good understanding of Active Directory
User/Group Management, DNS, Group Policy, Networking and Firewall
Providing 2nd line technical support, incident and problem
management through effective management of Service Desk Tool
Experience of working within SLAs and ITIL processes Effective
written and verbal communication skills Very strong people skills
to manage multiple stakeholders including users, senior management,
IT teams, project teams, vendors. MUST HAVE: 7 years of experience
in Desktop Management - Infrastructure Services (IS) Provide
break/fix support for desktops, laptops, and peripherals Re-image
devices and reinstall/configure applications as needed Troubleshoot
Windows OS, hardware, and enterprise applications Coordinate with
third-party vendors for escalations and hardware replacements
Document issues and resolutions in the IT service management system
(ServiceNow, Remedy, etc.) Comprehensive understanding of PC
hardware, software, operating systems, directory services, printing
and applications required. Application support: Include all
applications in the computer. If this is the global application,
coordinate with the second level team to resolve the issues. PC:
Desktop/Laptop installation, book end users schedule for
upgrade/refresh, perform user's existing computer
system/software/data/printer installed/configuration settings
intake prior any upgrade/refresh, and ensure they are as per order
in the upgraded/refreshed computer. Printers: Support all printers,
support network configuration, driver installation, and vendor
coordination for setup/repair of faulty devices, etc. Install and
Configure desktops, laptops, mobile devices, and associated
Peripherals and related Software. Excellent understanding of
Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN
Issues, Wi-Fi Configuration, Application Software Configuration,
VOIP Phone, Software installations Provide onsite and remote
technical assistance to End Users. Manage the ticket queue and
ensure tickets are resolved and closed within the defined service
level agreement. Respond to end-user requests for updates on ticket
status and promptly follow up as needed. Develop standard
configuration and documentation, Develop installation and
configuration procedures documentation (KB/KEDB and SOPs)
Coordinate with vendors for provision of end-user support (e.g.,
Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for
service delivery enhancements, maintenance, and upgrades. Provide
IT support for on-site or off-site events and meetings including
site setup, coordination with venue IT/AV contacts and stand-by
support Provide IT support for disaster recovery and immediate
response in the event of emergency situations at local sites. Good
understanding of O365 and related support activities Good
understanding of Active Directory User/Group Management, DNS, Group
Policy, Networking and Firewall Providing 2nd line technical
support, incident and problem management through effective
management of Service Desk Tool Experience of working within SLAs
and ITIL processes.
Keywords: , Kissimmee , Tech Support - Site Migrations, IT / Software / Systems , Clearwater, Florida
