Key Job Responsibilities:
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Evaluate documented resolutions and analyze trends for ways to prevent future problems Alert management to emerging trends in incidents Assist in software releases and roll-outs according to Change Management best practices Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications Perform remote and onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Perform upgrades different types of software and hardware Resolve incidents with printers, copiers and scanners Assist users with mobile computing devices including mobile phones Administer and resolve issues with associated end-user workstation networking software products Collaborate with Infrastructure Engineers to ensure efficient operation of the company's desktop computing environment Answer to and perform moves, adds and changes (MAC) requests as they are submitted Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order
Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment Accurately document instances of desktop equipment or component failure, repair, installation, and removal
Minimum Requirements and Key Competencies
3-year diploma or a degree in IT ITIL Foundation certification MCSA Certification (desirable) CompTIA A+3 years' Work experience in an IT environment2 years in Desktop Hardware and software support in a customer service environment 1-year mobile device support experienceKnowledge of desktop hardware and software applications Basic Knowledge of Mobile Operating Systems