Desktop, laptop, and mobile device support simple and complex
diagnostic and problem resolution
hardware and software upgrades and installations
A working knowledge of VMware, VDI, Workspace 1
Interface directly with end-users of technology to resolve issues and provide guidance and best practices on the use of technology to improve their business via phone, chat, email, etc.
Provide consultative and proactive services to end-users, agency technicians, and home Office partners, on appropriate uses of technology.
Coordinate/support projects under the guidance of organizational leaders and project managers technical planning for the delivery of current / future technologies
Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures.
Works with a focus on teamwork and collaboration to achieve established goals and objectives.
Customer education and consulting
Fulfil basic audio-visual support.
Fulfil basic printer support.
Proactive hardware/software cross training and research
On Call status 24/7 including major holidays
Must
Have the ability to work autonomously and be a key contributor to a team
Be professional and courteous.
Continue to grow and develop your professional and technical skill sets.
Handle projects or work with defined scope in own discipline
Solve problems in own specialty area.
Make worthwhile improvements to existing programs, and procedures.
Make practical suggestions for improving work processes in own area.
Work for consensus and contribute to the achievements of work group goals.
Individual typically has at least 3-7 years of related experience
High School degree required.
Two plus years IT Service desk experience
Above average knowledge/proficiency of Microsoft operating systems, applications, tools/utilities
Working knowledge of Mac OSX operating system
Good oral and written communication skills
Proven strong organizational skills, attention to detail and ability to multi-task is required.
Strong dedication to maintaining professional relationships with users and outside vendors.
Ability to learn new technology quickly (both infrastructure and application)
Ability to work effectively with all organizational levels individually and as part of a team, and to communicate effectively with all levels of management and staff.
Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment.
Ability to take the lead on projects and problems when requested or as appropriate, to make sound decisions and take the initiative to anticipate user needs.
Flexibility and adaptability to changing situations.
Experience with documenting processes and workflows
Experience working with vendors on troubleshooting issues.
