Candidate(s) will support Windows 11 (W11) desktop installations across the United States.
o The primary responsibilities are to support the replacement of all W10\DAR desktops throughout the
EOIR enterprise at their 60+ court locations.
o Operating Systems will be upgraded from Windows 10 to Windows 11 if needed.
o Candidate will configure audio hearing software on desktop computers using a documented
procedure.
o Candidate will be required to travel to each assigned court location to provide at a minimum the
following:
o Liaison between the court and IT and communicate any issues back to management as they arise
o Assist with the replacement of all existing workstations and laptops that are scheduled to be replaced
o Upgrading the operating system on some existing devices using an existing SCCM task sequence.
o Adding network printers, Mapping shared drives, launching MS Outlook and configuring .pst files
(where applicable)
o Performing standard documented testing on workstations used to record court hearings.
o Running any cables required for commuter equipment.
o Inspecting and conducting inventory of hardware at the various locations.
o Daily status reports to IT mgmt. with status of the migration efforts
o While not on travel the administrators will be required to assist with the remote support of travelers
in the field in troubleshooting workstation issues
o Submittal of expense reports in a timely manner, no later than 2 weeks after expenditure
Expected travel is one to two weeks on travel, one week back in the office followed by two weeks on travel etc.
Qualifications:
Superior customer service skills a must. Strong desire to provide the highest quality of service to the customer required.Superb verbal communication skills; comfortable working on the telephone and responding to calls.Ability to obtain a Position of Trust level Security ClearanceKnowledge of Information Technology network and systems technologies, processes, and methodologies required.Preferred:
H.S. equivalent education and experience desiredAt least 2 years of previous Help Desk experience.At least 2 years' of previous Customer Service experience or Call Center environment.2 years of experience in the IT fieldExperience with warehouse support and shipping hardware and products to various locationsResponsibilities:
Answer calls coming into the Tier 1 Help Desk by the third ring.Create a customer incident in Remedy, the call tracking software for every call answered.Previous experience working with Inventory and Warehouse management.