Computer Refresh Contractor

Position Summary

As a Computer Refresh Contractor, you will work in our Fort Wayne office contributing to Sirva's success by being responsible for the deployment, support and management of end user computing technology including desktops, laptops, and peripherals. The position puts a strong focus on providing superior customer experience while providing 2nd level support for end-user computing components.

This position will be part of a project team assisting in an on-going technology refresh and asset management initiative deploying old machine technology in the environment with new updated machines.

Functions and Responsibilities

1. Project Coordination




• Schedule replacements with remote end customers.
• Communicate effectively with stakeholders to ensure smooth transitions.

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   • Ensure all work is captured and updated in the ticketing system ensuring all SLAs are met.
   
   
   
   

1. Inventory Management




• Maintain an accurate tracking log via a spreadsheet.
• Ensure all old machines are properly accounted for and new machines are logged.




2. Imaging and Configuration




• Follow the documented zero touch imaging methodology for new machines.
• Ensure all new machines meet the company's standards and specifications.




3. Deployment




• Coordinate the physical delivery of new machines to remote locations.
• Provide instructions for remote setup, including connecting peripherals and ensuring network connectivity.




4. Quality Assurance




• Test new machines to ensure they are functioning correctly.
• Address any issues or discrepancies promptly.




5. Customer Support




• Assist remote end customers with any questions or concerns during the transition.
• Provide training or guidance on using the new machines if necessary.




6. Compliance and Security




• Ensure all processes comply with company policies and security protocols.
• Safeguard sensitive data during the transition.

Qualifications and Preferred Skills

• Desktop Support experience (Level 2-3).
• Must possess excellent customer service skills.
• Excellent written and verbal communication skills. Must be able to effectively communicate with users at all levels.
• Strong time management, prioritization, and organizational skills. Attention to detail and excellent follow-up skills.
• Self-motivated with the ability to work independently and in a fast-paced changing environment.
• Excellent troubleshooting and problem resolution skills are must; especially when dealing with remote users. Must be able to work with customers and multiple IT teams in multiple locations around the world.
• Desktop and laptop deployment, troubleshooting and administration in an enterprise environment.
• Ability to perform some physical work as this position requires moving / deploying computer equipment.
• Ability to work flexible/extended hours as required, including occasional after-hours/weekend support.
• Proficiency with the following technologies:
  
  
  
  • Microsoft Windows 10 and 11 management and deployment
  • Microsoft Office 365 (Outlook, Word, Excel, PowerPoint etc.)
  • Microsoft Productivity Tools (OneDrive, Teams, SharePoint, Exchange etc.)
  • Microsoft Active Directory (OUs, GPOs, Groups)
  • Endpoint Management Tool Knowledge(SCCM / Intune / JAMF) - Provisioning, Autopilot, Policies, Software Deployments, OS Updates, Mobile Device Management.
  • Operating System Imaging tools
  
  
  
  

Education and Certification Requirements

• ITIL Foundation certified preferred
• Microsoft 365 Certification: Modern Desktop Administrator Associate or similar certification preferred.
• Relevant technical training and / or related experience.
• High School diploma required, with college degree preferred in a business or technical discipline.