Technical Support

POSITION SUMMARY
This incumbent is responsible for excellent customer service. This position includes troubleshooting, maintenance and installations of personal computer systems. Documents the maintenance, upgrade, repair and installation of computer systems using appropriate software programs. Exercises excellent judgment in customer service, customer relations and teamwork. Proactively fixes technical issues. Independent worker with good self-time management skills. Demonstrates a high degree of initiative in planning, organizing and carrying out work.

• Provide first level phone, remote control and Desktop break-fix support, software installs, new customer setups, IMS issues, customer training and preventive maintenance.
• Troubleshoot basic network connectivity situations that include the following: releasing/renewing IP addresses, releasing/renewing DNS leases, setup of DHCP addressing for printers, desktop workstations, laptops, wireless devices and other PC Infrastructure components to ensure operability and to meet service and performance requirements.
• Proficient in the setup and troubleshooting of email issues on mobile devices.
• Unlock Active directory accounts and reset users’ passwords.
• Working knowledge of the internal components of a device and how to diagnose issues.
• Experience with Windows 7 and Windows 10 platforms, experience with driver maintenance.
• Basic knowledge of SCCM
• Must be cognizant of the assigned area in terms of network and subsystem configuration, routers, switches, IP configuration and other network components.
• Investigate performance of PC Infrastructure and troubleshoot as required.
• Update system documentation to facilitate on-site troubleshooting and provide limited system training to users.
• Opens, closes and escalates trouble tickets to include timeliness and using a complete word picture to document the actions taken.
• Experience with user migration tools.
• Available for emergency call-in, weekends, holidays, and varied hours as required.
• Performs other related duties as assigned.