Job Summary

Diagnose and repair hardware issues for end users, including break-fix, support, and troubleshooting for devices, OS, applications, and network connectivity.

Travel to sites within USA to provide IT support (70% travel required)

Key Responsibilities

• Diagnose and repair hardware issues for end users, including break-fix, support, and troubleshooting for devices, OS, applications, and network connectivity.
• Travel to sites in USA to provide IT support (70% travel required)
• Maintain asset inventories and update records after equipment or software changes.
• Educate users on self-help opportunities to resolve minor issues independently.
• Support device refreshes according to schedules and proactive management tools.
• Coordinate on-site repairs and replacements when remote support cannot resolve issues; handle software installation, data reloads, configuration, testing, and user acceptance.
• Perform data harvesting for e-Litigation as per policy.
• Manage security, file access, and administrative setups.
• Oversee device lifecycle activities, including secure storage and data wiping on returned devices upon user confirmation.
• Receive computing equipment/parts, manage toner supplies, and replace cartridges for Ricoh devices.
• Provide daily tape management and coordinate with off-site storage providers.
• Maintain a clean work environment, especially in IDF/MDF and ITC areas, ensuring compliance with standards.
• Deliver onboarding/hyper care support and facilitate Smart Hands support for Ricoh technician maintenance.
• Offer Level 2 support for meeting room and AV services in the absence of third-party vendors.
• Staff walk-in IT centers for user device and software support; provide user education through scheduled learning sessions.
• Assist central remote teams on-site and perform basic tasks such as rebooting or replacing hardware components.
• Manage data rooms and network closets, control access, maintain logs, and verify rack elevations.
• Support AV and conference technologies, manage event logistics, conduct regular room checks, and escalate issues as needed.
• Collaborate with third-party providers, local staff, and planners to maintain site standards and proper access controls.
• Oversee cleaning and maintenance of raised floors, assess risks for planned outages, and ensure safety compliance.
• Coordinate remediation activities and participate in network port planning with data center planners.
• Handle network change management, cabling, inventory management, port activations/deactivations, and respond to network service requests.
• Maintain documentation for data rooms and network closets in line with labeling and documentation standards.

Skill Requirements

Other Requirements