Job description

Job Description: - • 1 position available • Working schedule: 7.00 AM to 5.00 PM • Regional Support. The Selected Resource will be open to travel for about 2 hrs. • Regional resources are preferred to be located in the following offices location's: Southwest Region – Nashville, TN • 24/7 on-call support The Deskside support member should have strong technical knowledge and hands–on experience on below technologies: • ITIL & Ticketing System Familiarity • Microsoft Client OS (Win10, 11) • Basic network configuration and troubleshooting (static IP, DHCP, DNS) • Microsoft 365 Support • Print and File share services • Hardware Break-fix/Replacement • Patch Management • Application installation and troubleshooting • Imaging & Device Provisioning Detailed Job Description • Over 5 years of hands-on experience in desktop support and end-user computing. • Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting. • Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps). • Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot. • Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support. • End-to-end knowledge of desktop/laptop lifecycle – from build and deployment to maintenance and decommissioning. • Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting. • Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions. • Capable of documenting solutions and creating user-friendly knowledge base articles. • Work collaboratively with IT teams to maintain a stable and efficient desktop environment. • Experienced in working in a global delivery model with strong communication, analytical, and time management skills. • Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support. Primary Job Duties: • General support and troubleshooting for all CSX technology devices • Remote and/or onsite end-user support for all technology-related items • Assist with device install, replacement, and refresh as needed (including desktops, laptops, tablets, mobile devices, scanners, and printers) • Document ServiceNow incidents assigned to the support team • Coordinate and assist with field-focused technology app/tool testing and implementations, which may include end-user training • Mobile Operations Command Center (MOCC) Support o Assist TFO Team with quarterly maintenance on MOCC o Provide onsite end-user support when MOCC is deployed • Site surveys o Regular walkthrough at field locations o Perform checks of technology devices and connectivity o Identify unused and/or underutilized devices for possible reclaim o Documented inventory of technology devices at each location • Device reclamation o Removal of unused devices from field locations o Retrieve RMA’d (damaged) devices from end users o Recover devices from terminated employees o Document all reclaimed devices before shipping to the warehouse Desirable (not mandatory): Relevant technical & process certifications: • ITIL V4 Foundations • MD-102: Endpoint Administrator • Microsoft 365 Certified: Fundamentals - MS-900 Company DescriptionWe provide Management Consulting, Information Technology Consulting, and Sourcing Advisory Services. Our management consulting services focus on our client's most critical issues and opportunities: strategy, marketing, organization, operations, technology, and mergers & acquisitions, across all industries and geographies. We bring deep, functional expertise, but are known for our holistic perspective: we capture value across boundaries and between the silos of any organization. We have proven a multiplier effect by optimizing the sum of the parts, not just the individual pieces. In today's dynamic business environment there is a strong need for the organizations to become globally competitive. Enterprise Resource Planning (ERP) has become an important software tool for managing business applications across various industries. Customized ERP solutions that matches the business will definitely maximize the return on investment ROI of Organization. Implementing right ERP helps companies to manage their data.

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