Provide day-to-day support to the organization’s end user desktop computers, printers, phones, mobile devices, and software. This position interfaces directly with internal customers and various departments, troubleshooting user issues to resolution. Other areas of responsibility include but are not limited to assisting other IT departments with various tasks, and support of Audio/Visual equipment such as projectors and sound systems.

RESPONSIBILITIES

Desktop Administration Provide remote and in person support, across all offices, for Windows and Mac devices, various peripherals and VOIP phones. Communication can be via phone, instant messaging, in person, and email Monitor ticketing system and complete tickets within the established Service Level Agreement and clearly document steps and solutions Manage any assigned systems, and keep systems properly configured, updated, healthy, hardened and scaled to meet the needs of the business Answer inbound calls and emails Manage and perform hardware deployments, relocations, and upgrades. Hardware includes laptops, desktop workstations, printers, phones, and various peripherals Identify and analyze technical issues and provide long term resolutions Preform software installation, upgrades and configuration Adhere to established policies and standards for hardware and software requests Provide support for VDI environment Provide basic LAN/WAN network related support for end points Provide support to BYOD devices within established company policy Provide support of established business continuity and DR processes Strive for achieving first contact resolution Escalate issues as needed after information gathering and general troubleshooting Travel between remote sites to perform assigned duties as needed Follow established inventory management procedures Adheres to policies and procedures to ensure the security and integrity of the endpoints and comply with industry standards and regulatory requirements Deliver accurate and timely logging of problem. Assist in imaging new and existing desktops and laptops Provide updates, status information, and completion information to manager and/or users as needed Coordinate activities and projects with other departments as needed Work with vendor, software provider, and manufacturer support as needed Assist tier 2 in information gathering, guided troubleshooting and result documentation when root cause analysis is needed Assist tier 2 and other teams within IT in executing work related to larger projects, including hardware upgrades, software/device migrations, etc.  Documentation Documents specific duties, activities, problems solved, and issues resolved Provides and updates documentation for user facing knowledge resources and internal team knowledge resources Miscellaneous Attends meetings and serves on committees, as requested Performs additional duties and assignments as requested Must be very security conscious and do all it takes to avoid sensitive data falling into wrong hands. Ability to effectively handle stress, pressures, and challenges