This position assists customers, end users and operating staff with technical support of desktop computers, applications, LAB Systems, Manufacturing systems and related technology. Interaction
with multiple levels of end users, managers, VIPs and local technical staff is required. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide “eyes, hands and feet” in support of Networking Equipment, Servers, Telecoms and other IT related equipment.
Duties include (but are not limited to):
Provide hardware / software / network problem diagnosis support/resolution to end users located onsite. Wi-Fi support and Mobile Device support.
Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
Basic Networking knowledge to troubleshoot connectivity issues including cabling
Basic phone system support of desk phones and other ancillary telecom hardware and software; Data network troubleshooting and support including campus MDF, IDF and hardware/connections servicing campus.
Coordinate and manage relationships with support teams that provide support for hardware / Software / network and other infrastructure problem issues.
Setup, configure, and support for video conferencing in campus conference rooms and classrooms.
Works with vendor support contacts to resolve technical problems.
Works with service desk as appropriate to determine and resolve issues faced by end users.
Respond to support requests from service desk, users and other infrastructure teams.
Use the Ticket Tracking System to document and manage Incidents, Service requests, problems and their respective resolutions and avoidances.
Coordinate desktop changes to avoid deployment collisions.
Collaborate with campus leaders and IT Operations staff to provide technology support for regional projects or events.
Ensures that end user’s computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, Iphone and printer support
At least 3 years hands on experience in field Support Services
Strong skills in supporting desk side for Windows XP, Windows 7 and Windows 10 installation, troubleshooting and reporting.
Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
Experience including remote control of PCs and video conferencing knowledge
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Ability to successfully pass a background security check