Desktop Support Engineer
Vaco Technology
Saint Louis, MO
desktop
desktop support
engineer
ccp
laptops
management
accounts
konica
software
stl
shipping
end user support
user support
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December 2, 2022
Vaco Technology
Saint Louis, MO
STANDARD END USER SUPPORT IN ST. LOUIS
- Create CCP Accounts
- Management of CCP Active Directory
- Shoretel phone system accounts
- Scan accounts
- Create Change Request for CCP users access
- Setup CCP laptops/workstations/WVDs
- Image CCP laptops and workstations
- Create CCP WVDs in Azure console
- Add to ManageEngine
- Install updates on all end user endpoints
- Management of the ManageEngine platform for CCP
- ? Add devices, install software, deploy patch updates
- ? Routinely install updates on endpoints
- Printer support
- Contact support for Konica and Ricoh
- ? OPK has two Konica printers under contract with Konica
- ? Finance Users have one off printers used for printing checks
- ? HR has a printer that's used for confidential documents
- ? A couple printers in the office used for PROD users
- Hardware support; laptops, printers, phones, peripherals
- Break/fix dell laptops and workstation
- Contact Dell Support if endpoint is under warranty
- Most laptops are out of warrant but there are some newer laptops that still have warranties
- Mobile device support with InTune
- ?This is not specific to STL but is a support task we assist with, more so with Production users
- Manage DUO, AD, email, on CCP and PROD domains
- Management of DUO console for CCP and PROD
- Redcard has a DUO instance still being utilized to connect with CCP servers that some DEV users require
- Management of PROD Active Directory for CCP users
- New hire will need an elevated account to manage AD in both Domains
- Management includes Creating, modifying permissions, enabling inactive accounts, resetting passwords
- Management of email domains
- We manage Redcard emails address and Zelis emails addresses
- Intermedia is still being used to manage Redcard email addresses
- Application support
- Applications STL engineer supports; Office, AD Self Service portal, Editpad Pro, Filezilla, Global Protect, SentinelOne, Shoretel phone, Mimecast, Zix
- Onsite support; hardware, desk setup, shipping
- End user support for associates in the office
- Hardware setup for new associates working in the office
- Shifting cubes if associate is moving to a different location in the office
- Shipping end user equipment; laptops, monitors, accessories, ect
- AD Self Service portal enrollment
- Create new accounts in this portal
- CCP password support
- Provide end user support to all STL associates with CCP accounts
- Sophos management if end user requires a bitlocker recovery key, new sophos certificate
- Access to XIOPGSSV002
- End User IT Onboard Orientations
- At the current time, Jason Wyman and I are the only ones giving IT Orientations
- End User Documentation creation
- Decommission laptops, workstations, virtual machines
- Service Now ticketing
- Monitor service now queue for STL tier 2 support
- Jira ticketing
- Offboarding CCP ticket, creating change request for new CCP users
- Provide Executive Support
- Implementation on getting enterprise users connected to the CCP domain
- Engineer will need to determine what needs to be accessed and the best approach to provide that access
- PRODUCTION FACILITY SPECIFIC RESPONSIBLITIES
- Ensure all printers are functioning
- AMB has 3 Canon printers and one Konica MFP printer for end users
- 3 Fiery stations with Konica card printers for production use only
- 5 Zebra printers for shipping and placard labels
- Ensure Fiery Servers are up to date on software and receiving jobs to hot folders
- Ensure shipping software on AMBPSHPV001 is up to date and agents are functioning correctly
- AMB uses UPS Worldship and Fedex Ship Manager and need continuous access to it
- Maintain display in Print Room
- Maintain QC stations
- Ensure software is updated and access to Insite and Mailfactory are running properly
- Inventory AMB wire closet
- Ensure Kern inserter clients are functioning and up to date
- If inserter goes down, client must be checked before getting vendor involved
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