The role works independently with general supervision to provide in-depth end-user desktop support and technical guidance for internal employees and some minor support for external users of customer/client facing Web sites and services. This position will interact and collaborate with IT resources and business users on a daily basis in order to help resolve or escalate issues.
Essential Roles and Responsibilities
% of Time Spent
Support equipment moves, installations and maintenance; update related documentation.
General troubleshooting and support of personal computers, phones, wireless devices including answering users’ questions and resolving issues via telephone, remote control or in-person visits.
Ticket creation and problem resolution based on monitoring ticketing system and answering support calls. Tracking and documenting ticket progress and resolution within ticket tracking system(s).
Operations support including PC imaging and repairing, installing software, replacing hardware and establishing valid network port connections.
Troubleshooting and maintaining hardware and software required for day-to-day operations.
Provide IT support for projects
Tracking and distributing hardware and software required for day-to-day use.
Systems administration including user account creation and maintenance for all end-user services, internal and external.
Contribute to team’s technical knowledge base; creating new and maintaining existing documentation.
User administration in various telecommunication systems for daily operations of business.
Skills and Qualifications
Job Requirements –