Provides phone/ in person support for end users, which includes but is not limited to: ID administration, “how to” questions, initial issue diagnostics, troubleshooting desktop issues (and remotely resolving them) IT request processing.
Provides systems support for end users, which includes but is not limited to: client facing support, hardware, software, peripheral and network troubleshooting for all end user systems.
Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications.
Resolve tickets within SLA
Responsible for the installation, configuration and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, scanners and PDA/Blackberry devices.
Support will be roughly 50% Windows & 50% Mac
Researches and analyzes IT requests from various departments and locations, researches and tests various potential solutions and makes recommendations.
Assists in the maintenance of production desktop images.
Tests and distributes security patches to clients; remediates any threats to the desktop environment (i.e. virus, spyware, malware, etc.).
Must be available between 8:00 am – 6:00 pm M-F
Participates in rollouts of new software/hardware to ensure consistency in IT technical standards.
Provides onsite setup and support at special events as required.
Accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage.
Receives general guidance and direction from Team Lead and/or Manager, Client Services and Support.
Helps establish and ensure that others follow the policies and procedures for communication and escalation of incidents and issues.
Makes recommendations for solutions of IT requests.