Service Desk
- Troubleshoots hardware and software, installations, and support to both internal and external customers.
- Planning work routines, meeting performance metrics, quality control, training, documenting, and effective communication are key elements of the position.
- Perform remote and/or on-site troubleshooting through diagnostic techniques and pertinent questions. Documenting issues and resolutions properly for record keeping and posterity.
- Image, configure, install, repair computer endpoints, while consistently following up with users to ensure proper function.
- Install computer and endpoint Windows updates, software updates, firmware.
- Responsible for Imaging systems and deploying software through SCCM.
- Effectively prioritize and manage multiple incidents and requests as assigned. Working to answer, evaluate, and prioritize incoming telephone, work orders, e-mail, and in-person requests for assistances from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Contribute to developing training materials, procedures or conducting training to users in the proper use of hardware or software.
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Perform desktop and endpoint data backups and disaster recovery operations.
- Monitor ticket workflows in accordance with SLAs.
- Support, manage, optimize, and maintain the configuration and installation of all desktops, laptops, and mobile devices to include, but not limited to, patching, configuring, upgrading hardware or software.
- Provide technical support to staff utilizing Mac OS, Windows, and Office based workstations.
- Provide technical support after normal business hours on an on-call rotation or whenever necessary.
- Maintain accurate inventory, asset information and various other asset records in accordance with department policy and procedures.
- Lead, facilitate and/or participate in IT related projects as directed.
- Windows Operating Systems
- Apple iOS
- Microsoft System Center Configuration Manager
- Microsoft Active Directory and Group Policy
- Hardware imaging and configuration
- Hardware/Software security and encryption
- Associate degree in computer technology and a minimum of two (2+) years progressively responsible experience in the computer support field.
- A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
- Microsoft and CompTIA certifications preferred.
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