Back to jobsProvide advanced customer service and technical support to end-users for hardware and software
Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary
Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures
Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data
Provide guidance and explain policies and procedures to IT support staff and end-users
Train customers on new devices and technologies
Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers
Implement security policies and protocols
Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
Review and evaluate new hardware and software products; recommend the implementation of new products
Replace equipment that has reached the end of its warranty or lifecycle
Create, track, and maintain reports and provide updates to management
Assist in tracking and maintaining hardware and software inventory; interact with vendors
May monitor infrastructure issues and resolve or escalate to higher levels of support
May mentor, train, and direct the work of other staff members and/or student workers
