- Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
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- Perform remote troubleshooting through diagnostic techniques and pertinent questions
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- Direct unresolved issues to the next level of support personnel
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- Follow up with clients to ensure their systems are functional
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- Help create technical documentation and manuals
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- IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
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- Implement and support users according to regulatory compliance, policies and procedures.
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- Respond to alerts from various monitoring applications providing a layered network security
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- Support peers on other projects and tasks while balancing regular duties
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- Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
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- Implement and support existing and new applications and technologies entering the infrastructure
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- Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc...)
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- Support third party vendor applications - installation, user setup and user support.
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- Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
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- Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
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- Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
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- Additional duties may be assigned such as planning, equipment staging, etc. as change occurs
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