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Job Description
Responsibilities
- Ability to determine and diagnose support issues based on variables such as equipment, software, and environment.
- Experience with desktop prep, deployment and setup in a business environment.
- Ability to prioritize and manage work.
- Provide on-site and remote break-fix services to assigned location(s) as required for incident resolution.
- Provide install, move, add, and change services as appropriate for IT equipment, such as new installations, equipment moves, technology refresh/upgrades, and configuration.
- Ensure incidents and service requests are submitted through the Service Desk process.
- Respond appropriately to incident and request tasks assigned to the end user services team per established guidelines and Service Level Agreements (SLAs), including major incidents.
- Coordinate and assist with installation and support of managed technology services, such as core infrastructure, unified communications, and supported plant operations technology.
- Identify opportunities to continuously improve the end-user support experience through problem resolution and self-service interactions.
- Ability to work occasionally after hours and weekends in support of maintenance, project, or emergency outage activities.
- Experience with network switches, routers, AP’s for troubleshooting and diagnosing.
- Assist with IP desk phones, soft phones, mobile devices, and audio/visual conference rooms
- Ensure IT service and support activities adhere to global security/operational policies and procedures.
- Responsible for identifying and conducting IT equipment preventive maintenance.
- Assist with inventory and asset management in adherence to company policies.
- Perform additional activities as needed or as assigned by IT management.