Responsibilities:
● Work directly with customers in person, via phone, via ticketing system, and email
● Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and
desktop printers
● Installation, configuration and troubleshooting of:
o MAC and Windows OS
o Various applications
o Basic network connections
● Conference room video and audio support
o Support/set up of audio visual equipment
o Support employee meeting setup
● Desktop support will provide training on applications and share responsibility for training new
employees
● Support all models of cellular/tablet devices, including Android, IOS and mobile operating
systems
● Support remote users as needed
● Maintain accurate asset inventory - CMDB
● This position is on-site 5 days per week**
Major Accountabilities:Troubleshooting● Resolves 1st and 2nd level support issues concerning hardware, software, networking, active
directory, applications, and meeting coordination
● Responds to all queries, triaging each in a prioritized and timely manner
● Records issues in the tracking software and escalates complex issues to appropriate 3rd level
support
● Owns incident and request tickets, performs follow-up, and ensures proper closure is reached
and communicated
Hardware
● Provides hardware support for PCs, Macs, printers, network, VoIP phones, wireless and
handheld devices
● Able to deploy OS images for PC and Mac
● Coordinates with vendors and service providers for in-warranty hardware replacement and
service
● Follows standard guidelines to install and configure new equipment and peripherals, moving, and
updating equipment for regular replacement and to accommodate staff moves and changes
Software
● Provides support for software with emphasis on Microsoft Windows and Office products, Apple
OS X, Adobe creative suites, terminal services session, and other in-house applications
● Responsible for updating and maintaining software products and applications as required
Asset Management
● Accurate and timely physical management of assets, as well as accurate documentation within
our internal database (CMDB) is an essential element to the position
● CMDB accuracy is critical to the business as the primary inventory tool
● Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
● Participates in various IT initiatives, desktop projects and research
● Proposes process improvements
● Create desktop communications, announcements and presentations to the company and sub
groups
● Researches using web, manuals, publications, etc., including other IT staff and vendors to
troubleshoot and answer customer questions
● Manages, maintains, and improves technical documentation
Required Skills:
● Two-year or Bachelor’s Degree in computer sciences or minimum 2 years previous working
experience in a corporate IT environment
● Working with PC and Mac hardware, network printers and computer networks
● Must hold competent oral and written communication skills
● Must assist with phone, email support and in person deskside support
● Expert troubleshooting skills of Windows , SCCM, Antivirus software, Adobe creative suites, Mac
OS X, OSX disk utility, Microsoft Office365
● Good written, oral, and interpersonal skills
● Customer service oriented, team player, good listener
● Ability to lift 20 lbs., and agility to work under desks at times