ByteStack Services
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Tier 1/3 Deskside Support and
System Administrators
Tier 1
Handles routine issues like password resets, printer configurations, and user problems. Tier 1 help desk technicians are the first point of contact for customers, and are responsible for logging support cases, troubleshooting, and assigning tickets to the appropriate IT staff.
Tier 2
Handles more complex issues, often using remote control tools. Tier 2 responsibilities may include sending canned responses, advanced troubleshooting, and some onsite work.
Tier 3
Handles the most complex issues, working with engineers or devops to make hardware or software changes, fix bugs, and maintain servers. Tier 3 responsibilities may include major projects, long term tickets, planning and architecture work, and billable project work.
System Administrator
System administrators ensure the smooth functionality and accessibility of IT systems by diagnosing and resolving issues, implementing enhancements, and proactively monitoring system health to prevent potential problems. They support system compatibility, manage hardware setup and updates, and oversee database operations to maintain security and efficiency. Additionally, sysadmins provide user training, maintain comprehensive documentation, manage access privileges, and plan for data backups and recovery to ensure system resilience.
Sysadmins also conduct post-incident reviews, automate administrative tasks, and implement authentication measures to enhance system security. Their role encompasses a wide range of responsibilities, all aimed at maintaining the integrity and performance of IT infrastructure, supporting end-users, and ensuring that the organization’s technology needs are met efficiently and securely.
IT Project Management
The IT Project Manager is tasked with developing comprehensive project plans that outline timelines, milestones, resource allocation, and ensuring successful project completion by monitoring progress and making necessary adjustments.
Serving as the primary communication point, the IT Project Manager facilitates regular meetings and updates stakeholders to maintain alignment and address concerns. They coordinate and allocate resources, including personnel, equipment, and materials, to meet project objectives, ensuring efficient utilization and timely task completion.
The role involves identifying potential risks and developing mitigation strategies, continuously monitoring and addressing risks throughout the project lifecycle. Ensuring all deliverables meet required quality standards through regular reviews and evaluations is essential.
The IT Project Manager oversees project budgets, tracks expenses, and ensures financial constraints are adhered to, managing expenditures effectively. Additionally, they maintain detailed project documentation and provide regular status reports to senior management and other stakeholders.
Imaging and Deployment Services
Technicians are responsible for setting up new computer systems, including connecting power and peripheral cables. They also manage data migration from legacy systems to new ones, ensuring that printers and drives are properly mapped. Additionally, technicians provide limited end-user support by answering general questions regarding PC system use and data migration.
Key tasks for technicians include installing necessary software on new systems and preparing and configuring system images for deployment. They are also responsible for setting up and deploying computers, ensuring network connectivity, and installing both local and network printer drivers on desktops and laptops.
Intune, Point of Sale and more!
Point of Sale (POS) Systems: Expert installation, maintenance, and support for retail technology.
Site Surveying: Detailed assessments to understand your unique needs.
Equipment Tracking: Keeping your assets organized and accounted for.
IT Asset Management: Efficiently managing your technology resources.
