Desktop Support in Omaha, NE

Role: Desktop Support Location: Omaha, NE (Onsite) Duration: Contract Responsibilities:

• Field Services support will cover both Microsoft/Windows and Apple/Mac OS platforms.
• Provide onsite or depot support or dispatch support specialists as necessary to provide Customer end users with operational and technical support and to meet Service Levels.
• Coordinate activities with the Service Desk and provide Level 2 and Level 3 support to the Service Desk and/or Customer end users as necessary.
• Dispatch and monitor break/fix repairs with respect to all end user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, smart hand support for audio/visual and conference equipment and systems) (collectively, "End User Devices");
• Perform approved Install, Move, Add, Change and Delete (IMACD) Services for End User Devices
• Resolve Incidents and Problems associated with End User Devices and provide break/fix support, advice, and assistance to Customer end users. Supplier shall be ultimately responsible for resolving and/or coordinating with OEMs or third parties for all Incidents and Problems associated with failure or degradation of Services related to End User Devices.
• Work with Customers OEM vendors and MPS (Managed Print Services) providers, co-ordinate for issue resolution.
• Provide MAC PC support.
• Provide initial troubleshooting support for mobile phones, AV (Audio Video) devices and videoconferencing equipment before escalating ticket for vendor resolution.
• Coordinate efforts with third party vendors providing service and maintenance as necessary to keep End User Devices in good working order.
• Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and commercially reasonable efforts to prevent them before they occur. Checklist of these activities will be documented in runbooks along with frequency of the checks and outcome.
• Identify the scope of an Incident or a Problem and remedy the Incident or Problem, by providing operational and technical assistance, as necessary.
• In the event that Supplier is required to replace desktops/laptops to conduct a repair, copy data, perform backups, perform restorations, Supplier shall identify existing Software installed. The Break/Fix process for Equipment shall leave the end-user with the same information/Configuration/Software that they had prior to the event as technically feasible.
• Assist Customer end users with support to enable the correct use of End User Devices, as well as access to and use of related technologies and Services.