Key Responsibilities:

Deskside Support:

• Accept dispatches from the Service Desk and perform troubleshooting and resolution activities at the Authorized User's location.
• Monitor the ServiceNow Ticket queue, acknowledge receipt of tickets, and review troubleshooting information.
• Coordinate with end users to schedule convenient times for on-site support.
• Perform preventive maintenance activities for end-user devices, ensuring compliance with OEM requirements and avoiding warranty voidance.

Incident Troubleshooting and Resolution:

• Provide incident troubleshooting and resolution for devices, including peripherals and OEM warranty fulfillment.
• Support IMACs (Install, Move, Add, Change, Deinstall) and remediation of security vulnerability incidents.
• Execute checklists and scripts as directed.

Device Support:

• Support both Windows and Non-Windows devices, including those connected to manufacturing devices.
• Provide support for desktop model PCs, shop floor sites, and other restricted environments.
• Issue and support clean loaner laptops for domestic and international use cases.
• Support specialty printers, security badge printers, RF scanners, timeclocks, and other manufacturing environment devices.

IMACD Services:

• Unpack, inspect, and install new devices, ensuring proper operation and configuration.
• Perform device moves, including disconnecting, packing, and reinstalling devices at new locations.
• Add or change devices, ensuring proper boot-up, operation, and user orientation.
• Deinstall devices, erasing data, packing, and shipping to designated locations for retirement.

Who You Are

Who You Are
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills and Experience

• 5+ years of experience providing IT support
• Experience working in a customer facing environment
• Strong communication skills including email, phone and in-person

Preferred Skills and Experience

• Bachelor's degree in Computer Science, Information Technology, or related technical field

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.