- User Support: Provide technical assistance and support to end-users, including troubleshooting
hardware, software, and network issues during business hours, off-business hours, and
holidays. Respond to user inquiries, diagnose problems, and resolve or escalate as necessary.
Provide technical support coverage for events, trainings, and meetings as requested
- Incident and Request Management: Handle incoming support requests via various channels
such as phone, email, or ticketing system. Log and track all reported incidents, ensuring timely
resolution and maintaining detailed documentation of troubleshooting steps and solutions.
Provide proactive status updates until fulfillment as required.
- Hardware and Software Installation: Install, configure, and maintain computer systems,
accessories, peripherals, and software applications. This includes setting up new workstations,
installing operating systems and software updates, and ensuring compatibility and
functionality.
- System Maintenance: Perform routine maintenance tasks such as system updates, patches, and
backups. Monitor system performance, identify potential issues, and proactively take corrective
actions to optimize performance and prevent downtime.
- Network Administration: Assist with network infrastructure management, including setting up
and maintaining user accounts, security settings, and permissions. Troubleshoot network
connectivity issues, configure network devices, and ensure proper functioning of network
resources.
- Wireless Device Management: Supports wireless mobile devices with
connections/synchronization to email, calendars, and contacts. Works with the Wireless Team
to cancel active devices or acquire new accounts.
- Training and Documentation: Develop and deliver training materials and workshops to educate
users on basic computer skills, software usage, and IT policies. Create and update
documentation, including user guides and knowledge base articles, to assist users in resolving
common issues independently.
- Vendor Coordination: Collaborate with external vendors and service providers to troubleshoot
complex technical issues and coordinate hardware or software repairs. Maintain relationships
with vendors to ensure timely and effective resolution of IT-related matters.
- Continuous Learning: Stay up to date with the latest industry trends, technologies, and best
practices in IT support. Participate in training programs and professional development activities
to enhance skills and knowledge.
About You
- You have a baccalaureate degree from an accredited college and at least three years of on-the-
job experience in both hardware and software support and three years of experience in direct
customer support; or An Associate degree from an accredited college and at least five years of
on-the-job experience in both hardware and software support and three years of experience in
direct customer support