Address
Form of work Job Responsibilities:
Trouble shooting
- Work directly with customers in person, via phone, via ticketing system, and email
- Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
- Installation, configuration and troubleshooting of:
- Windows OS
- Various applications
- Basic network connections
- Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)
- Support/set up of audio visual equipment
- Support employee meeting setup
- Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
- Support remote users as needed
- Maintain accurate asset inventory
Trouble shooting
- Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
- Responds to all queries, triaging each in a prioritized and timely manner
- Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support
- Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated
- Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices
- Coordinates with vendors and service providers for in-warranty hardware replacement and service
- Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
- Provides support for software with Client on Microsoft Windows and Office products in-house applications
- Responsible for updating and maintaining software products and applications as required
- Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
- Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually
- Proposes process improvements
- Create Help Desk/desktop communications, announcements and presentations to the company and sub groups
- Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions
- Manages, maintains, and improves technical documentation
- Two-year or Bachelors Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment
- PC and Windows hardware skills, network printers and computer networks
- Excellent oral and written communication skills
- Customer service oriented, team player, good listener
