Primary Objective of Position: This position is responsible for the first level of end user support. Duties include providing end-user and system support, installing and maintaining desktop hardware and software; maintaining the IT asset inventory; creating, updating, and closing calls in the IT Service Desk tracking system; user account administration and security, system maintenance activities, and developing operating instructions and support documentation. Special emphasis is given to customer service and constantly improving the Service Desk ticket handling and resolution process.
Provides IT Help desk/Customer support via telephone, remote desktop, and desktop visits
Installs, tests, and troubleshoots computer hardware and software components through use of procedures, instruments and diagnostic software.
Researches and resolves technically oriented user problems.
Completes routine hardware and software maintenance and other activities.
Creates, updates, tracks, and closes service and request tickets utilizing the IT Service Desk ticket tracking system.
Instructs system users on basic application and personal productivity software functions in an informal setting.
Performs system account administration including account creation, modification, and deletion.
Communicates resolutions to appropriate users and IT staff.
Adheres to strict security standards, both technical and non-technical.
Ensures that all aspects of work conform to agreed standards and set procedures.
Adheres to all IT policies and procedures.
Assists in daily operations including, but not limited to, systems backup, telephone support, reviewing logs, diagnosing problems, and completing routine hardware and software maintenance and other activities.
May also be involved in projects related to server builds, VMWare, patching, LAN design/install/maintenance, and IT Governance and Control.