Warehouse Deskside Support - Tek Ninjas

Warehouse Deskside Support6+ months (contract to hire)Wilkes-Barre, Pennsylvania (onsite)Shift: Mon 8p - 7a,  Tues 8p - 7a,  Weds 10p - 7a,  Sun 5p-6a These Shifts include a 1 hour unpaid lunch. Consultants will be working through standard tickets from the user community with a specific focus on issues that impact order fulfillment as a priority. There is a heavy emphasis on ITIL processes and best practices, so team needs to be comfortable with strong documentation and heavy utilization of Service Now.   Support could include HW support, desktop application support (PC refreshes and imaging), and peripheral support (printers, RF scanners etc). Because this facility is  large-much of this time will be spent walking to and from the various locations in the DC. There will be times when resources are asked to complete projects, in addition to running tickets. This would include things like server closet cleanups, equipment inventory etc. While it will not be the sole purpose of the job it is important to understand that maintenance projects, such as these, will need to be done. Top Skills’ Details/Experience•     2+ years of IT experience in a corporate environment this should include using some kind of ITSM tool to open, complete and transfer tickets. (ServiceNow)•     2+ year System Support Analysis in maintenance of Active Directory, printers, mobile communication devices, CISCO Any Connect VPN troubleshooting•     2+ year Desktop/laptop software, patching and imaging experience. Responsibilities•     Serve as the first contact with customers who need technical assistance via the phone or email•     Perform troubleshooting using different diagnostic techniques  •     Troubleshoot, diagnose, and resolve technical hardware and/or software issues•     Provide quick resolution and excellent customer service•     Redirect unresolved issues to the next level of support personnel•     Keep record of problems and their resolution  •     Follow-up with customers  •     Provide feedback on processes and make recommendations on areas to improve•     Provide knowledge based articles for IT products or services•     Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting•     Setting up accounts for new users•     Repairing and replacing equipment as necessary•     Testing new technology•     Field support to include large distribution facility and may include ladders, forklifts, scissor lifts, etc.   Technical Environment Support Job Description:•     Support Multiple Handheld/Wrist RF Units in warehouse distribution center fast-paced environment.•     Multiple Printer support (Zebra) to include print head alignment, part replacement, calibration and advanced troubleshooting•     Keep inventory of all equipment, software, and license within Aspen platform•     Respond to customer issues via phone, email and computer chat•     Responsible for meeting SLA’s•     Manage multiple projects as needed•     Maintain computer systems and act as support if any system goes down.•     Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).•     Maintain user PCs, including upgrades and configuration as needed.•     Assist with onboarding of new users•     Effectively update tickets and documentation•     Provide commitment to customer service for both coworkers and customers•     Document customer interactions•     Follow up with customers to ensure issues are resolved.  •     Perform proactive tasks when not working ongoing incidents to prevent potential future interruptions to service.