Heunets · 14 hours ago
Winona, MN- Desktop Support Technician II
Winona, United States
Full-time
Hybrid
Mid LevelHeunets is seeking a skilled Desktop Support Technician to join their team as a 1099 independent contractor. The technician will provide onsite and remote support for IT End User Computing equipment, ensuring high standards of customer service and operational excellence while resolving incidents and managing IT equipment.
Information and Communications Technology (ICT)OutsourcingProject Management
Responsibilities
Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices
Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures
Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution
Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers
Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests
Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies
Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery
Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs)
Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance
Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits
Document and update knowledge base & runbooks
Support conference room technology by conducting weekly checks and resolving identified issues proactively
Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices
Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling
Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool
Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements
Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite
Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction
Coordinate with specialized IT teams for escalations and advanced technical support
Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support
Qualification
Required
Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices
Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures
Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution
Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers
Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests
Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies
Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery
Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs)
Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance
Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits
Document and update knowledge base & runbooks
Support conference room technology by conducting weekly checks and resolving identified issues proactively
Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices
Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling
Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool
Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements
Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite
Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction
Coordinate with specialized IT teams for escalations and advanced technical support
Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support
Company
Heunets
HeuNets is an information and communication technology consultancy company.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Omotayo Johnson
CEO
Company data provided by crunchbase