Desktop Support

Job Profile: Desktop Support

Job Location: Philadelphia PA 19131

Job Description:

Recommend Services and standards for supporting the End-User Compute and Field Services environment/End-Users

Deploy and manage in-scope hardware and software

Support End-User data backup, storage and recovery Services for all End-Users

Provision and support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet computing requirements

Provide support for stand-alone Uninterruptible Power Supply (UPS) systems

Provide server break/fix and Level 2 Support for equipment and system software as coordinated through the IT and Clinical Service Desk Services

Provide break/fix Level 2 Support for in-scope hardware and software as coordinated through the IT and Clinical Service Desk Services.

Provide remote and deskside support to authorized users as needed to fulfill Service requirements

Provide Incident determination, root cause analysis and Resolution

Manage and maintain inventory of in-scope software licenses

Ensure software license compliance and reconcile software installations with license rights

Provide support for financial audits, as requested

Perform access control (file systems, disk space, etc.), as it relates for an authorized user

Manage and maintain inventory of in-scope hardware, include asset tagging and recording

Provide technical support for all hardware/equipment of the remote site computing infrastructure

Establish procedures for procuring appropriate equipment sparing requirements and maintain spares inventory levels for all in-scope Hardware and Equipment to meet temporary capacity needs and SLRs

Manage and maintain spare inventory for in-scope hardware devices, advising of inventory levels of in-scope hardware in accordance with Policies and Procedures

Track requests for new devices, spare components or peripherals

Fulfill requests for replacement devices, components or peripherals from the spares inventory

Provide ad hoc fulfillment of approved new devices, components or peripherals

Manage device life cycle for devices as part of ongoing refresh process

Provide advice to other vendors as required, on:

Support remote site infrastructure system software (e.g., operating systems, utilities as listed in the applicable SOW Schedules, etc.)

Implement and coordinate all changes to the remote site infrastructure, including those that may affect the Service Levels of any other Recurring Services SOWs and Third Parties

Create, maintain and provide all appropriate project plans, project time and cost estimates, technical specifications, management documentation, and management reporting in a form/format that is acceptable

Identify and implement opportunities to consolidate infrastructure, improve utilization, availability, and cost in conjunction

Provide BYOD capabilities and support

Support provided and standard-approved projectors that are not part of the managed teleconferencing or video conferencing services

Recommend Services and standards for supporting the End-User Compute and Field Services environment/End-Users

Deploy and manage in-scope hardware and software

Support End-User data backup, storage and recovery Services for all End-Users

Provision and support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection, etc.) and related operations (e.g., procure, design, build, systems monitoring, Incident diagnostics, troubleshooting, Resolution and escalation, security management, and capacity planning/analysis), as required to meet computing requirements

Provide support for stand-alone Uninterruptible Power Supply (UPS) systems

Provide server break/fix and Level 2 Support for equipment and system software as coordinated through the IT and Clinical Service Desk Services

Provide break/fix Level 2 Support for in-scope hardware and software as coordinated through the IT and Clinical Service Desk Services.

Provide remote and deskside support to authorized users as needed to fulfill Service requirements

Provide Incident determination, root cause analysis and Resolution

Manage and maintain inventory of in-scope software licenses

Ensure software license compliance and reconcile software installations with license rights

Provide support for financial audits, as requested

Perform access control (file systems, disk space, etc.), as it relates for an authorized user

Manage and maintain inventory of in-scope hardware, include asset tagging and recording

Provide technical support for all hardware/equipment of the remote site computing infrastructure

Establish procedures for procuring appropriate equipment sparing requirements and maintain spares inventory levels for all in-scope Hardware and Equipment to meet temporary capacity needs and SLRs

Manage and maintain spare inventory for in-scope hardware devices, advising of inventory levels of in-scope hardware in accordance with Policies and Procedures

Track requests for new devices, spare components or peripherals

Fulfill requests for replacement devices, components or peripherals from the spares inventory

Provide ad hoc fulfillment of approved new devices, components or peripherals

Manage device life cycle for devices as part of ongoing refresh process

Provide advice to other vendors as required, on:

Support remote site infrastructure system software (e.g., operating systems, utilities as listed in the applicable SOW Schedules, etc.)

Implement and coordinate all changes to the remote site infrastructure, including those that may affect the Service Levels of any other Recurring Services SOWs and Third Parties

Create, maintain and provide all appropriate project plans, project time and cost estimates, technical specifications, management documentation, and management reporting in a form/format that is acceptable

Identify and implement opportunities to consolidate infrastructure, improve utilization, availability, and cost in conjunction

Provide BYOD capabilities and support

Support provided and standard-approved projectors that are not part of the managed teleconferencing or video conferencing services