• Respond to Technical Inquiries: Receive and respond to technical support inquiries via various channels such as phone, email, TEAMS/chat, or in-person. Troubleshoot issues reported by users, identify root causes and provide timely resolutions or workarounds.
• Remote Assistance: Utilize remote desktop tools (Kaseya and TeamViewer) and
troubleshooting techniques to assist users remotely in resolving technical issues. Provide step-by-step guidance and instructions to users to troubleshoot and resolve problems independently when possible.
• Escalation Management: Escalate unresolved or complex technical issues to appropriate internal teams, such as Tier 2 support or 3rd party managed service provider (MSP,) for further investigation and resolution. Follow escalation procedures and ensure timely communication with users regarding the status of their inquiries.
• Employee Onboarding: Perform initial setup of computers, user accounts in various software systems, group memberships, data access permissions, and coordination of laptop shipping.
• Ensure work is being carried out in a timely and proper fashion and per stated service level agreements (SLAs).
• Oversee user system account additions, moves, and changes.
• Perform other duties or special projects, as required, in support of the department's goals.
• Responsible for maintaining an accurate inventory of computers, hardware, and software ensuring compliance with all internal policies and external licensing requirements.
