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Information Sys Technician B
Ref No.: 18-04820
Location: Rochester, New York
Position Type:Contract
Start Date / End Date: 07/05/2018 to 07/05/2019
Notes for Supplier:
Intake call notes:
Movement between buildings and projects as well
7 people on the team; all in Rochester, NY
Desktop support exp a must
Setting up conference room hardware preferred
A+ Cert preferred
More focus on desktop instead of server or hardware
Imaging and software installs and troubleshooting are key must haves
SCCM main way of imaging and eventually moving to different process
Using Remedy but moving to Service Now
Large org experience with SLA experience strongly preferred
Local candidates strongly preferred

Role: Information Sys Technician B (Desktop Support Tech – CS Division)
Location: Rochester, NY
No. of positions: 1 position
Duration: 12 month duration with potential for hire
Pay Rate: $22/hr
Schedule is 5/8
NOTE: This is NOT a Sys Admin role. It is a Desktop support role.
Job Description
Install new systems and upgrades, both remotely over phone and desk side
Proficient with Computer hardware and Software troubleshooting.
Exhibits an understanding of engineering application configurations and integration with the desktop.
Field incoming calls from clients and answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
Follow the reported issue from start to finish, including escalation to development and programming when necessary Perform root-cause analysis on issues and make recommendations for corrective action
Track projects and tickets in issue tracking system, Remedy
Create white papers and other instructive materials for use by our clients and the internal team. Provide complete and timely feedback for all work, including but not limited to call logs, checklists, client correspondence, and escalation of any issue
By submitting your résumé for this position, you understand and agree that Harris Corporation may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.
Please be aware that many of our positions require a security clearance, or the ability to obtain one. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.
This position requires a minimum of an Associate's degree, Bachelors preferred
Knowledge and use of Microsoft Windows 10, 7, XP
Knowledge of ticketing tools such as Remedy and ServiceNow
Minimum 4 years of technical and customer service experience
Excellent problem solving skills are required.
Must have excellent listening skills and speak clearly and concisely and be easily understood.
Must be service oriented.
Must be able to travel locally and be able to carry light computer equipment.
Must have good writing and communication skills with the ability to document technical issues in a clear and effective manner with appropriate detail.
Preferred Skills
Self-motivated, corporate business experience, technical assistance is desirable.
Consideration may be given to relevant professional level experience as an offset
Performance of duties with general supervision
Knowledge of conference room solutions such as Crestron AirMedia and Schedulers, Kontiki, and various videoconferencing