Essential Duties and Responsibilities:
- Install, configure, maintain, and support desktops, laptops, printers, fax machines, scanners, and other PC peripherals and related hardware, as well as remote access devices.
- Use remote desktop software to provide remote support and resolve issues for users who may be at the remote office or home office users.
- User moderate to advanced troubleshooting knowledge to diagnose, resolve, and follow up on issues relating to various user concerns.
- Assist in troubleshooting advanced technical issues within the network, mainframe, and telecommunications environments, especially as they relate to problems at the workstation level.
- Provide written updates for problem resolution for knowledge bases, troubleshooting manual(s), or support online documentation products.
- Assist the infrastructure team with maintaining, upgrading, and configuring enterprise network and architecture solutions and software update distributions.
- Service as a technical liaison to project managers
- Assist in providing support to project managers to integrate and transition project or new technology efforts to the production support environment.
- Participate in a rotating on-call schedule to provide off-hour support to end users.
- Identify areas deserving attention in the technical support environment and consult with management to build upon or repair situations.
Responsible Minimum Requirements:
- High School diploma or equivalent with 3-5 years of experience
- May have additional training or education in area of specialization
- Works on assignments that are moderately difficult, requiring judgment in resolving issues.
- Understands implications of work and makes recommendations for solutions.
- Communicates on complex or sensitive issues or draft such responses for the supervisor or team lead
