Provide phone and deskside support from start to completion for all desktop/server-related issues, including problem assessment/resolution.
Responsible for manually logging all phone calls to the Help Desk and ensuring all issues are captured in the Incident Tracking database.
Perform direct fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring applications and mobile devices.
Actively involved in providing IT training or instruction through customer service interactions and scheduled training sessions.
Actively involved with the development of end-user IT training.
Provide technical and logistical support for audio/video conferencing services.
Maintain the operational availability of all technological resources, including, but not limited to:
Workstations (Laptops, desktops)
Printers
Data Communication equipment
Audio-visual equipment
Perform as a first/second-level technical resource to customers and function as an escalation resource for other members of the Technology Department.
Participate in research and/or testing of new applications and/or projects relating to firm-wide implementations.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Actively participate in continuous service improvement initiatives and surface ideas to raise service quality.
Participate as an active member of project teams as assigned.
Managing assigned incidents and service requests within the ticketing system
Tickets must be updated with status and communication with the end-user every three days until incidents/service requests are resolved.
Ability to maintain 1 hour SLA response time on all incidents and Service requests
Maintain tasks and projects within the Service Desk Plus ticketing system daily.
Assist with conference setup and take down for Executive or large meetings.
Utilize Knowledge base (solutions) and update knowledge base articles weekly.