Desktop Technician / Help Desk / Field Support

Company Description

Arthur Grand Technologies (www.arthurgrand.com) is in the business of providing staffing and technology consulting services. We have doubled our revenue year over year for the past 5 years. This speaks to the long-lasting relationship and customer satisfaction that we have built in this short span of time. Our company is managed by a team of professionals who worked for big 5 consulting firms for 20+ years. 

We are a minority owned staff augmentation and technology consulting company
To keep our valued employees, we need to keep them engaged in challenging, interesting work, offer market-relevant benefits and provide continued opportunities for professional growth.

Job Description

Arthur Grand Technologies (www.arthurgrand.com) is in the business of providing staffing and technology consulting services. We have doubled our revenue year over year for the past 5 years. This speaks to the long-lasting relationship and customer satisfaction that we have built in this short span of time. Our company is managed by a team of professionals who worked for big 5 consulting firms for 20+ years.

 We are a minority owned staff augmentation and technology consulting company

To keep our valued employees, we need to keep them engaged in challenging, interesting work, offer market-relevant benefits, and provide continued opportunities for professional growth. Please send your resume to for immediate consideration

Title of Position: Deskside Technician / Help Desk / Field support / IT Support (Onsite Field Support)

Location: Winona, MN / Rochester MN - Onsite

Duration: Long Term   

Employment: Contract

Rate: $Negotiable

Job Description:

• 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.

If you are interested with the above opportunity, please send us your resume for immediate consideration.

Arthur Grand Technologies

http://www.arthurgrand.com

Arthur Grand Technologies is an Equal Opportunity Employer (including disability/vets)

Additional Information

All your information will be kept confidential according to EEO guidelines.