Deployment Lead Technician

Company: Integrated Resources
Location: Bronx
Posted on: March 16, 2023

Job Description:

Job Description

Justification: Due to the amount of work required to support the replacement of the iPods currently in use and expand the use of Epic Rover for Nursing and Epic Haiku for Providers we need to augment the staff to meet the go live dates.
There will over 3600 devices that need to be configured and deployed across the System with the requirement of multiple facilities going live back to back
The workload exceeds the capacity of the current staff to maintain the existing incidents, service request, other projects and also plan and coordinate the deployment across multiple facilities in quick succession.

Funding source CRFP ROV

Dr. Bouton approval attached
Principal Duties: Deployment Lead Technician
General tasks and responsibilities will include:
Lead technician for the deployment technicians
Create and maintain the deployment schedule and timeline for Apple device deployment
Work with the facility staff on the schedules and fully communicate deployment activities
Oversee the deployment technicians and ensure they are performing their functions promptly, accurately and completing all required documents
Create and maintain deployment status reports
Identify risk or barriers that need to be addressed
Unbox, assemble, configure and deploy Apple devices throughout the System
Troubleshoot and resolve macOS, iOS, iPadOS devices, sleds and peripherals, with the ability to identify and proactively resolve ongoing device issues
Providing direct, over the phone or remote troubleshooting of end-user devices to resolve issues in a timely fashion.
Required to travel to the various facilities within the five boroughs to deploy Apple devices and provide onsite support as needed during the deployment phase
Where and when restoration activities are beyond the Product, escalate within the End User Innovations team to have the issue resolved
Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations
Performs work in compliance within specified warranty requirements and returns defective equipment or parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
Accurately and promptly record deployment checklist, documentation, release forms, asset information work logs and other deployment activities in the appropriate system with the date, time and activities summaries
Maintains, follows, and consistently demonstrates a general knowledge of EITS and Clients guidelines, processes, practices, and procedures
Ensures that there is enough support to clients and provide friendly customer service to end-users and for the project implementations
Prepared and willing to do any other reasonable instruction or task on time and correctly
Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures
Adhering to attendance and timesheet policy standards
Minimum Qualifications: The IT Technician works under the direction of the Assistant Director and/or Director and is responsible for assisting with IT desktop and laptop (including scanners, monitors, keyboards and mice). The IT Technicians day -to -day activities associated with the delivery of IT and administrative services within EITS. The IT Technician will also be responsible and accountable for management of hardware deployments and inventories in his/her care by following the process provide.
General Tasks and Responsibilities Will Include:
Point of contact for end-users assistance to receive technical support for desktops, printers, scanners, devices and equipment
Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution provided to end-users
Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion
Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
Supporting all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations
Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime
Where and when necessary perform restoration activities working with other teams access teams
Escalates issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be
Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach
Facilitate end-users desktop data and application restoration and recovery
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Responsible for tracking hardware and software inventory
Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
Works with vendor support contacts to resolve technical issues within the desktop environment
Arranging and preparing equipment for shipping/receiving and disposition
Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies
Maintaining adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support
Maintains, follows and consistently demonstrates a general knowledge of team policy guidelines, processes and procedures
Prepares and willing to do any other reasonable and lawful instruction/task on time and correctly
Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures
Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
Maintains proper grooming and adheres to attendance and timesheet policy standards.
Other Preferred Skills:
Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques;
Knowledgeable In:
Microsoft Operating Systems
Microsoft Office
Educational Level:
A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
Network Services requires a telecommunications background and experience.
A satisfactory equivalent combination of training, education, and experience.
Years of Experience:
Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
Operations Specialty requires supervisory experience (5 years).

Keywords: Integrated Resources, New Rochelle , Deployment Lead Technician, Professions , Bronx, New York