Deskside Tech 1 EFO - Greensboro, NC
Company: Abbtech Professional Resources
Location: Greensboro
Posted on: May 26, 2023
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Job Description:
1.Deployment Services:
Encompasses a broad range of deployment requirements including
Refresh (routine replacement of aged IT equipment) and deployment
of devices specified in users' individual requests and Work
Requests. The technical staff engaged in the deployment is required
to work closely with the IRS PMO (Program Management Office) to
provide continuous improvement in the quality and quantity of
deployed systems.
2.Desk Side:
Deskside technicians provide on-site support for incident
resolution when remote support is unable to provide a solution.
They provide support for on-site delivery of work products and
supplemental support as needed for remote delivery, and provide
prompt and professional resolution of IRS end-user incidents and
problems. The technicians also provide end-user support,
troubleshooting assistance to resolve end-user incidents, and
coordinate with other MITS organizations or vendors to resolve
end-user incidents. Desk Side support is intended to provide
"physical touch" remediation for Hardware and Software incidents
when that is required. Nonetheless, there are times when Desk Side
technicians can and should use remote tools to remediate an
incident that Service Desk was not able to fix. These activities
are as described in the previous paragraph.
The Contractor shall provide the IT support for equipment connected
to the Local Area Networks (LAN) at IRS locations. The majority of
the work will be for hardware and software installed on the
workstation, peripheral devices, configuration and connectivity to
the LAN. Incidents will be assigned to the technicians using the
IRS incident management system, which is an implementation of HP's
Service Manager COTS product. Each technician will manage his/her
incident inventory in a manner that results in resolution of a
minimum of 5 tickets in each 8 hour period while engaged in this
effort, once they have been provided with training and
familiarization with IRS Deskside SOPs.
Support consists of:
Services include, but are not limited to:
The Contractor will bring the workstation to full operating
capability or escalate to the next level or open a new ticket. Upon
completion of the workstation installation, the Contractor will
document the work performed, to include:
The Contractor shall sign the work order via ticketing system
certifying fully successful installation. This documentation will
be provided to the IRS Task Manager and Project Manager (if
necessary) upon completion of the work order.
Benefits:Health CareDentalVisionShort and Long Term Disability15
Days Paid Time Off (PTO), increased to 20 days after three years11
paid holidays401(k) with Company MatchPay Range:$15.00 - $17.00 per
hourABBTECH is an EOE/Minorities/Women/Disabled
Individuals/Veterans
Keywords: Abbtech Professional Resources, Greensboro , Deskside Tech 1 EFO - Greensboro, NC, Other , Greensboro, North Carolina
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