IT Desktop Support Engineer

IT Desktop Support Engineer role focused on 100% onsite warehouse and production support in St. Peters, MO.

Responsibilities

• Support Customer Standard Workplace Devices by assisting with a Standard Operating Environment (SOE) image in line with Customer standards
• Manage quality and timeliness of installs, moves, adds, and changes (IMAC) for supported devices and software across supported sites
• Use request data and reports to ensure device delivery for projects and requests meets expectations
• Perform manual SOE image installation when required
• Provide hardware/software incident resolution for supported workplace devices, including dispatch and leveraging vendor warranty where possible
• Handle onsite physical support activities, including:
  • On-premises stock location management for receiving new and decommissioned hardware/devices
  • Soft asset disposal and coordination with a client hardware disposal vendor for disposal of old equipment
  • Maintain Asset Management records based on movement and deployment
• Deliver proactive desk-side support for selected end users per the service description
• Provide onsite 12x5 support to VIPs at designated Customer facilities
• Provide an enhanced service level (higher priority tickets/incidents) for other VIPs (executives)
• Support VIP onboarding and offboarding activities
• Support VIPs at executive-level events at hotels and Customer sites (board meetings, investor calls)
• Update the agreed IT Service Management tool to reflect completion of service requests and resolution of incidents
• If requested by L2/L3 teams, provide onsite assistance to resolve incidents
• Provide hands & feet support for current, customer-approved asset inventory including printers, mobile devices, tablets, laptops, scanners, and card readers
• Coordinate lifecycle continuity of asset records with the customer’s existing provider (received to decommissioned), including spare devices stocked at facilities or provider delivery locations
• Provide Level 2 support for conferencing equipment in conference rooms at supported locations
• Provide ad-hoc hands & feet consulting support as requested
• Support conferencing room operations:
  • Periodic health checks/sanity checks
  • Escort vendors to the conference room for break-fix work
• Perform lifecycle and asset activities including:
  • Collect computer hardware from departing employees
  • Collect cellular devices
  • Coordinate with new joiners for start-up support if needed
  • Soft asset disposal (single wipe pass + storage at Customer facility)
  • Hard asset disposal coordination with the customer’s asset disposal vendor
• Execute and administer requests for customer equipment and software submitted by users in line with customer policies, including:
  • Verify user entitlement for requested items
  • Advise management on non-conformance of equipment or software
• Provide full lifecycle support from procurement assistance through end-of-life disposal:
  • Validate entitlements, coordinate spares sourcing with vendors
  • Install, track, recover, redeploy, and dispose of assets
• Image deployment support that meets end-user computing requirements, including adherence to customer technical specifications and change management timelines
• Coordinate with internal or third-party providers for remote “hands and feet” support for end user, network, and server issues
• Integrate with equipment service providers for roadmap planning and technical issue resolution aligned to agreed service levels
• Ensure only trained engineers with required security clearances from ADSL and the customer are dispatched
• Ensure the primary engineer arrives for in-scope service; if unavailable, a backup engineer may be dispatched

Field Support (Included)

• Installs, moves, adds, changes (IMAC)
• Technical support and break-fix
• Software re-imaging
• Workstation and peripheral support (mouse, keyboard, monitor, scanner, printer)

Core Tools & Technologies

• SCCM
• Intune
• PXE
• Outlook
• Exchange
• ServiceNow
• CMDB

Requirements

• 5 years of dedicated desktop support experience (not primarily help desk or remote-only)
• Device imaging and deployment experience (SCCM, Intune, PXE, or similar)
• Outlook and Exchange administration and troubleshooting
• Printer administration and troubleshooting
• Hands-on hardware troubleshooting for laptops, desktops, and printers in a warehouse/industrial setting
• ServiceNow experience including CMDB and asset management (not just basic ticketing)
• Comfortable working onsite in a warehouse environment day to day
• PPE and specific shoes are needed and provided by the client
• Strong understanding of incident vs service request, P1 to P4 prioritization, and response vs resolution SLA
• Experience supporting handheld scanners, vehicle mounted units, and label printers is a plus

Location & Work Schedule

• 100% onsite St. Peters, MO (warehouse and production environment, not a corporate office setting)
• Shift: 8:00 AM to 5:00 PM
• Work location: In person

Pay

• $24.00 - $26.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Application Question

• How soon can you join the Project on clearing the interview successfully?