Description

  • Respond to and monitor incidents and service requests within the ticketing system.
  • Maintain accurate status of all tickets assigned in the system and provide appropriate follow-up to end-users.
  • Provide configuration and troubleshooting support for all systems.
  • Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
  • Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
  • Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
  • Perform server and desktop computer updates to safeguard from malicious viruses and malware
  • Manage customer issues and requests by creating, tracking and documenting technical solutions.
  • Maintain IT asset and contract tracking system
  • Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
  • Build\deploy new workstations (desktops laptops).
  • Install\upgrade hardware\software on Windows workstations.
  • Troubleshoot assigned tickets to determine if the issue can be resolved or the appropriate group for escalation.
  • Maintain positive relations through effective customer follow-up.

Qualifications:

  • Technical Degree or related work experience.
  • Experience working in a service desk or IT customer service environment.
  • Technical support experience.
  • Basic network (wired and WIFI) maintenance including hardware

Key Skills
Education

Any Gradute

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