at Epsilon, Inc. in Phoenix, Arizona, United States
Job Description
Position Summary : Provide proactive desktop support for users of desktop/laptop PCs, Video Teleconference (VTC), and ensure that all licensing and regulatory requirements are compliant.
Position Responsibilities:
Support activities include but not limited to:
- Providing desktop support to users for desktop/laptop, tablets, PCs, mobile devices connecting to systems, and printers.
- Ensuring that computers comply with licensing, regulatory, and security requirements.
- Ensuring that IT support tickets are up to date by ensuring all tickets are documented with no incomplete information
- Providing technical support to the IT Call Center on technical desktop, laptop, tablets, mobile devices, printers, hardware, and software issues that cannot be resolved by IT Call Center Tier I support staff.
- Performing installation and maintenance of desktop, laptop, tablet, mobile device software, and hardware in accordance with architectures, standards, procedures, and security plans.
- Providing video teleconference (VTC) support, to include: scheduling conferences, setting up equipment, instructing in use of equipment, Tier I troubleshooting, patching of end point VTC units, and life cycle management of VTC end points.
- Setup of audio/video conferencing systems and confirmation equipment is functioning at least thirty (30) minutes before scheduled conference, unless otherwise noted due to availability of room or equipment.
- Provide in room support for senior manager / high profile VTC meetings throughout the duration of the call or as necessary to minimize impact of any technical difficulties.
- Providing analysis of new desktop/laptop/tablets hardware and software requirements, recommending changes and upgrades, developing and testing deployment strategies, and communicating and coordinating deployments.
- Coordinating with Mobile Device Manager to issue and distribute mobile devices.
- Coordinating with the Mobile Device Manager to obtain mobile device equipment at time of offboarding or necessary replacement.
- Developing and testing of automated software deployments and hardware/software inventories utilizing configuration manager software.
- Performing hardening of desktops/laptops in accordance with established baselines, maintaining up-to-date patch levels, and supporting Cyber Security Specialists during response activities.
- Performing the deployment of systems with current patches, software versions, and laptop/notebook encryption.
- Providing market research for desktop/laptop/tablet hardware, software, and printer acquisitions based on documented technical requirements and specifications.
- Maintaining and keeping current Maximo records of all desktop/laptop/mobile device hardware and software for all sites.
- Performing installation and configuration of stand-alone and network printers
- Providing updates and coordination on planning and procedural documents.
- Providing support for audio/video conferencing in conference rooms to include setup and troubleshooting issues related to audio and video equipment (in regions).
- Performing at minimum semi-annual site visits of manned substations to upgrade software, hardware and resolve computer related issues.
- Provide tier 1 support as needed for Entrust related issues: Entrust password resets, troubleshooting, account setup. Work with Cyber Information Assurance team as needed for Entrust related support
- Tier I requests to be resolved within two (2) hours of receiving notification
- Setup of audio/video conferencing systems and confirmation equipment is functioning at least thirty (30) minutes before scheduled conference, unless otherwise noted due to availability of room or equipment.
- Setup and delivery of new desktops and laptops within the agreed upon schedule.
- Provide in room support for senior manager / high profile VTC meetings throughout the duration of the call or as necessary to minimize impact of any technical difficulties encountered.
- Surplus IT software and hardware meets WAPA policy for media sanitization and disposal and is excessed 100% within ninety (90) days after being taken out of service.
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical Demands : While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
- Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
