Description
In this role, he/she will maintain the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT work order system. He/she will be responsible for the administration and internal support of the Company’s PCs, laptops, mobile devices, printers, servers, and related IT equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations.
Responsibilities:- Provide work order system support and resolve problems to the end user’s satisfaction.
- Monitor and respond quickly and effectively to requests received through the IT work order system.
- Monitor the Service Desk for tickets assigned to the queue and process them first in and first out based on priority.
- Modify configurations, utilities, software default settings, etc., for the local workstation.
- Utilize and maintain the work order system tracking software.
- Document internal procedures.
- Assist with onboarding of new users.
- Ensure each workstation assigned has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
- Install, test, and configure new workstations, peripheral equipment, and software following internal procedures.
- Maintained inventory of all equipment, software, and licenses using the internal inventory system.
- If an issue cannot be resolved in 5 minutes or less, report it to the work order system for escalation.
- Manage PC setup and deployment for new employees using standard hardware, images, and software.
- Assign users and computers to proper groups in Active Directory.
- Perform timely workstation hardware and software upgrades as required
- Provide technical assistance and support for incoming work orders and computer systems, software, and hardware issues.
- Respond to work orders electronically, in person, or over the phone.
- Draft training manuals and procedures.
- Coach computer users on basic Windows setup.
- Maintain daily performance of computer systems.
- Respond to email messages for customers/users seeking guidance.
- Inquire to determine the nature of issues.
- Walk the customer/user through the problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with customers/users to ensure the issues have been resolved.
- Gain feedback from customers/users about computer usage.
- Run reports to determine recurrent malfunctions.
- Bachelor’s Degree in Information Systems, Business, Communications, or a related field
- Two years of relevant technical experience
