Job Description

This role will provide maintenance of the computer desktop and laptop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal Help Desk. The role will be responsible for administration and internal support of PCs, printers, servers and related equipment. Tasks include end user support, license tracking and performing PC maintenance, upgrades and configurations.

Responsibilities:

80% Resolve computer support problems

• Provide helpdesk support and resolve problems to end users satisfaction
• Maintain communications with customers during the problem resolution process.
• Monitor and respond quickly and effectively to requests received through the IT help desk
• Monitor email and ticket tracking system for tickets assigned to the queue and process based on priority
• Modify configurations, utilities, software default settings, etc. on user workstations
• Utilize and maintain the helpdesk tracking software
• Train computer users
• Perform user on-boarding and off-boarding
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues needing escalation
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups and OUs in Active Directory
• Perform timely workstation hardware and software upgrades as required

10% Help Desk documentation, records and procedures

• Create, review and update Help Desk documentation as assigned.
• Review and recommend modifications to procedures.

10% Training and Quality Improvement

• Maintain in-depth knowledge of supported products and services

Key Competencies

Team player Excellent customer service Ability to be self-directed

Planning & Organizing Problem Solving Time management

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