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Staffing - IT Desktop Support
Ref No.: 18-04870
Location: Corning, New York
Job Title: IT Desktop Support/Field Service Technician
Job Location: Corning, NY
Job Duration: 1 Year+

Note:
  • This is a non-exempt position
  • OT may be applicable.
  • The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and (at times) remotely within the Corning Valley (USA).
  • The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016).
  • Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
  • Daily tasks include (but are not limited to):
  • Active Directory Administration
  • Limited support for corporate mobile devices
  • Familiarity with cloud applications (Box, Office365, etc.)
  • Troubleshooting Cisco VPN connectivity
  • Familiarity supporting Citrix connectivity
  • Remediating Symantec Endpoint Protection
  • Dameware remote connection/utilization
  • Altiris Deployment server utilization
  • Asset management skills
  • Internet Explorer and various browser(s) support
  • Installation/configuration of various Adobe products
  • Installation/configuration of Check Point endpoint client software
  • Printer/driver troubleshooting & installation
  • ServiceNow utilization
  • Cisco WebEx service support
  • Box user administration
  • Deployment/configuration of standard IP telephony
  • Hardware ordering/deployment
Additional responsibilities may include:
  • Documentation (records) management
  • Knowledge base utilization
  • Project interaction
  • Customer scheduling/follow-ups
  • End user equipment moves (disconnect/reconnect)
  • Multi-team interaction and/or technical roundtable participation
  • Standard device imaging via USB/PXE server(s)
  • Smart-Hands tasks/functions outside of standard operational work
Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.
  • The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
  • This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person.
  • The Corporate Field Services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested).
  • Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

**NOTE** The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization.

**NOTE** The candidate should be aware that the location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.
**NOTE** The primary role of the Field Services technician is to restore service, NOT root cause analysis.