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Primary Job Functions
- Provide technical and operational support for desktop and laptop computers including new request tracking, system monitoring, and hardware and software installation and setup
- Configures workstations for new users and upgrades existing equipment and software
- Re-images computers performs data migrations and restorations, and conducts remote problem solving as needed
- Resolve ticket escalations of end-user computer issues. Assist other IT Specialist, IT Management and users in the resolution of problems related to the correct operations
- Utilizes ticketing system daily to manage customer support requests
- Troubleshoots LAN, WAN, and connectivity issues as required or directed by senior technicians and network operations analysts
- Monitor and track IT assets, inventory and warranty periods and vendor agreements
- Execute day-to-day support across local infrastructure. Ensure all desktop/infrastructure issues are effectively supported
- Execute the implementation and support for software and hardware standards for desktop and infrastructure as well as network infrastructure
- Provides hands-on and remote user support by troubleshooting hardware and software problems for desktop, laptop computers, and Telephony and video conference systems
Knowledge, Skills, and Abilities
- Must possess a working knowledge of Windows 7/8/10, iOS, Android and browser-based applications
- Excellent interpersonal skills are required for this position as it is a customer facing role
- The ability to communicate technical information to a non-technical audience is required
- Cordially and professionally interact with customers, vendors, superiors, peers, and others
- Experience with managing multiple end-user support requests’ through a central ticket system while maintaining established SLA’s and processes
- Experience supporting business users and senior stakeholders
- Excellent analytical and problem-solving skills
- Advanced oral and written communication skills
- Fluent English is required
- 5 years’ experience providing technical support