SCOPE OF SERVICES

Sr.

Desktop Support Services:

Perform on-site systems support for all city end-user devices. Coordinate required service delivery with City departments so that there is minimal disruption of ongoing production operations at City location. Be primary point of contact for end-to-end management of issues, including coordination with third party vendors. Diagnose and resolve software problems and conflicts. Coordinate the resolution of printer problems with City contracted printer maintenance vendor. Coordinate requests for audio/visual equipment assistance within City departments and conference rooms. Resolve PC connectivity issues consisting of log-in, file access, and printing. After resolution of problem, test for full functionality, connectivity, and access to servers and printers. Backup and restore user data on desktops and laptops before repairs, to the greatest extent possible. Conduct ongoing analysis of equipment maintenance and call history to track service trends. Collect and report on performance data per SLA requirements. Install, Move, Add, Change (IMAC)

Services:

Coordinate with the user the date and time of arrival for IMAC services. Unpack, assemble, and install; test system connectivity, functionality, and operability, and provide high-level orientation to users. Move and reinstall user data files in accordance with IMAC policy. Decommission old equipment if designated by City. Update the asset management system. Inform users of service activities performed. Disconnect a system at one location, reconnect it at another location, and test connectivity and proper operation, or move disconnected system to a specified storage area. Re-configure moved system, for example, IP address, subnet mask, gateway settings, DNS server addresses, server name/address, and verify standard mapped drive configurations and network printers. Test hardware and software configuration, connections to standard mapped drives, and print a test page to a local or network printer, if applicable. At completion of IMAC, provide brief overview/training on new or modified hardware and software. Conduct asset validation, consisting of user profile updates, device asset tag check, and model and serial number check. Maintain process for disposal of equipment and/or return of leased equipment. Coordinate with other IT technical support groups (Applications, Server, Network) for IMAC activities. Confirm that user data is backed up before proceeding with IMAC, to the greatest extent possible. Ensure device is fully operation for user. Collect and report on performance data per SLA requirements.

Asset Management Services:

Update and maintain the City's asset tracking system (City uses Quest KACE Systems Management Appliance and Microsoft InTune). Maintain the inventory database with descriptions, characteristics, logistics, and warranty information for all City-owned hardware. Track and maintain the inventory of all hardware and software licensing including any additions or deletions that occur. Tag hardware assets. Assist the City with regular audits and reconciliations to maintain accuracy of the central asset repository. Maintain management responsibility for loaner units and spare equipment used as a temporary replacement while corrective maintenance service is performed. Install or replace desktops and laptops according to the City's approved replacement/refresh schedule. Process equipment shipping and delivery requirements, relocation and disposal of retired equipment, and/or return of leased equipment. Retain a copy of all equipment and maintenance contracts and equipment orders (invoicing, payment statuses and requisitions) when assisting with the procurement of hardware and software assets as required by City. Assist City with bids for hardware procurement to request a cost quote from the suppliers that best meet the defined requirements.

Telephone Network, VoIP Services:

Respond to alerts by conducting initial trouble shooting and working with Third Party vendors such as Protelesis. Perform handset Install/Move/Add/Change (IMAC) to support day-to-day operations. Perform Voicemail password resets.

Pay:

$35.00 - $37.00 per hour

Work Location:

In person