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Provides intermediate level technical support of desktop computing for the client.
Duties and Responsibilities
Provides intermediate technical support for desktop supporting which include implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
Provides second level technical support for transferred calls from Tier I.
Provides onsite resolution support for all work items that come to queue through ITSM tickets and requests. Distributes ITSM requests to the hardware provisioning team when required.
Facilitates escalation of any ticket that requires next level support.
Provides coverage for all support areas. (ex. Remote, Service Desk, Desk, Field)
Evaluates current process model and demonstrate conceptual thinking in defining new process improvement implementations.
Generates standard and ad hoc reports, and conducts trend analysis while focusing on incident prevention
Provides feedback and participates in technology offerings.
Documents all knowledge base opportunities for the department and ensure accuracy of the knowledge base.
Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Complies with Information Security policies and procedures. Verifies deliverables meet Information Security requirements.
Adhere to key performance indicators as defined by management (ex. Technician utilization, MTTR, SLA …)
Participates in special projects and performs other duties as assigned.
Qualifications
An undergraduate degree in a related field or the equivalent combination of training and experience.
Two years' desktop support experience.
Strong customer service skills.
Strong written and verbal communication skills.
Strong analysis and problem solving skills.
Intermediate level knowledge of the following desktop support practices and concepts: Microsoft Office Suite, Operating Systems and Products for Microsoft, Apple, and Mobile devices, Basic Network Security Knowledge, Lotus Notes, Outlook and Exchange knowledge, Microsoft Internet Explorer knowledge, Current
Microsoft Certifications (optional).
Special Factors
Ability to lift and carry 50 pounds.
Weekday coverage: Mon - Fri, 6:00 AM to 7:00 PM.
Remote and off hours support: Participates in rotation of off hours support.
Requires travel between local buildings.
Must have a valid driver's license.
Must be in compliance with privately owned vehicle policy requirements.
