Job Description

• Work directly with customers in person, via phone, via ticketing system, and email
• Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
• Installation, configuration and troubleshooting of:
• Windows OS
• Various applications
• Service Now (Mandatory)
• Basic network connections
• Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)
• Support/set up of audio visual equipment
• Support employee meeting setup
• Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
• Support remote users as needed
• Maintain accurate asset inventory

• Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
• Responds to all queries, triaging each in a prioritized and timely manner
• Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support
• Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated

• Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices
• Coordinates with vendors and service providers for in-warranty hardware replacement and service
• Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes

• Provides support for software with emphasis on Microsoft\xc2\xae Windows\xc2\xae and Office \xc2\xae products in-house applications
• Responsible for updating and maintaining software products and applications as required

• Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
• Participates in various IT initiatives, helpdesk/desktop projects and reseClienth assigned annually
• Proposes process improvements
• Create Help Desk/desktop communications, announcements and presentations to the company and sub groups
• ReseClienthes using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions
• Manages, maintains, and improves technical documentation

• Two-year or Bachelor\'s Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment
• PC and Windows hardware skills, network printers and computer networks
• Excellent oral and written communication skills
• Customer service oriented, team player, good listener

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