Description

Job Details:

  • 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.  
  • Perform other duties as needed 

Skillset/Qualifications: 

  • IManage  
  • InTapp 
  • Egress 
  • 0365 
  • KoFax 
  • Zscaler  
  • Citrix  
  • AV setup for meetings  
  • Zoom  


 

Education

Any Gradute