Technician Standard III

The incumbent will be responsible for assigning work equally and equitably to all Analysts and will also perform imaging, QA and Provisioning of all PC devices in addition to remote assistance to bank staff to enable Day 1 Provisioning of devices dispatched by the PC Provisioning team. The PC Provisioning Coordinator ensures that all services provided by the Provisioning Program are delivered within the agreed Service Level Agreement set in place.

Position Summary:
Title: Technician Standard III - PC Provisioning Coordinator
Duration: 6 Months Possible Extension
Location: Washington, DC 20433(100% onsite from Day 1)

Current Status:
The PC Provisioning Coordinator ensures that all services provided by the Provisioning Program are delivered within the agreed Service Level Agreement set in place. The incumbent will be responsible for assigning work equally and equitably to all Analysts and will also perform imaging, QA and Provisioning of all PC devices in addition to remote assistance to bank staff to enable Day 1 Provisioning of devices dispatched by the PC Provisioning team.

Essential Job Functions:

• Assign ServiceNow requests and all related tasks to Analysts in the team. Maintain agreed upon SLA and OKR for all assigned work and work to maintain exemplary work ethic in the team
• Unbox, image, box and provision PC devices to all bank staff
• Schedule appointments with WBG staff to confirm Day 1 Provisioning including setup of Email, Office, Biometrics, Applications and more
• Scan all received equipment, imaging computers with a bank standard image, delivery and setup of PC request
• Monitor PC Provisioning queue, and maintain lowest individual pending ticket count
• Ensure that all PC requests fulfilled are within the PC Provisioning policies and guidelines
• Confirm accuracy of all asset management related systems including physical inventories
• Follow established and tested process and procedures provided by the bank Team Lead
• Validate Provisioning through defined quality assurance procedures
• Ensure work environment is maintained (clean, organized, and safe)
• Provide weekly statistics to bank Team Lead on a regular basis, or on demand
• Troubleshoot PC Operating System and Hardware issues as needed

Educational Qualifications and Experience:

• Education: Bachelor s degree preferred
• Role Specific Experience: 2+ years of work experience relevant to the duties and accountability of the position
• Experience in IT Customer Service, Technical Troubleshooting, IT Asset Management and IT Device Provisioning and Support
• Experience with the Bank standard operating systems and tools, including but not limited to: Windows, ServiceNow, M365, Outlook, Teams

Certification Requirements: None specified.

Required Skills/Abilities:

• Proficiency in MS Excel and PowerPoint (MS-Office skills), ServiceNow and client relationship management
• Advanced knowledge of hardware and software products, and problem solving/troubleshooting skills
• Advanced knowledge of office technology hardware (PC s, printers, etc.)
• Willingness and ability to exhibit pleasant, professional, and courteous workplace etiquette
• Excellent verbal and written communications skills
• Excellent administrative skills: organized, efficient, detail oriented, and versatile
• Excellent customer service approach to dealing with people at all levels
• Accountability towards team objectives
• Ability to assemble and configure typical equipment configurations for PCs or laptops
• Ability to function well in a team-based environment, and to contribute to common goals
• Ability to perform all responsibilities of all analysts and always maintain high productivity standards

Desired Skills/Abilities:

• ServiceNow, Safe Agile methodologies

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.