Desktop Technician (as back up) Chantilly, VA

Job Description and Responsibilities

Technical Support Services means the functions associated with the fulfillment of Service Requests and Resolution of Incidents through Level 2 support coordination, including onsite, deskside, diagnosis and break-fix of Supported Hardware (listed in “Hardware List” section). The Technical Support Services provided by the Supplier include the functions identified as Supplier’s responsibility matrix outlined in MSA.

Supplier will also provide Hands & Feet support and Eye/Smart Hands Support (for Incident Resolution and Service Request fulfilment of Supported Hardware, Supported Software and applications) at customer’s Retail stores and other facilities listed in Section-3 of this SOW.

Supplier will assist End users in diagnosing and resolving Hardware and software related issues with their IT devices. Supplier technicians will perform tasks listed in MSA as well as the below tasks at customer sites:

1) Desk Side Support (Onsite Support)

2) IMACD Services

3) Hands and Eyes/Feet support for Network Devices

Retail Store Devices List along with their purpose

1.Networking Equipment

Routers, Switches, Modem : To manage internet and network connectivity.

Wi-Fi Access Points: To provide wireless internet access.

2.Point of Sale (POS) Systems

POS Terminals: For processing sales transactions.

Receipt Printers: To print customer receipts.

Barcode Scanners: For scanning product barcodes.

Cash Drawers: For storing cash securely.

Pin Pads

3.Security Systems

CCTV Cameras: For monitoring the store.Alarm Systems: For security alerts.

Anti-Theft Tags and Detectors: To prevent shoplifting.

4.Digital Signage:

Displays and Screens: For advertising and information.

Content Management Systems: To control what is displayed.

5.Payment Processing Equipment

Credit Card Terminals: For processing card payments.

Mobile Payment Devices: For contactless payments.

6.Customer Service Tools

Kiosks: For self-service options.

Customer Relationship Management (CRM) Systems: To manage customer data and interactions.

7.Back Office Equipment

Office Computers: For managing inventory, orders, and administrative tasks.

Staff Workstations: For employees to perform various tasks.

Servers: For data storage and management.

Backup Systems: To ensure data is not lost

Position Responsibilities and Functions :

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1,

Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized

desktop application.

f) Should have basic knowledge of Mac operating system, to support Apple pc

users.

g) Install, upgrade, support and troubleshoot for printers, computer hardware.

h) Performs general preventative maintenance tasks on computers, laptops,

printers.

i) Performs remedial repairs on Desktops, laptops, printers and any other

authorized peripheral equipment.

j) Use diagnostic tools to troubleshoot problems associated with network

connectivity, and workstation hardware/software.

k) Broad experience of IT with basic understanding of Networks, Servers,

Audio/Visual, Smart Devices and Telecoms.

l) This position requires the ability to work in a project-based environment

requiring flexibility and teamwork. Performs other duties as assigned.