Responsibilities :
1. Provide daily local and remote desktop support, including troubleshooting and documenting hardware, software, and application issues in a ticketing system.
2. Facilitate customer resolution for support calls and coordinate with supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
3. Perform break-fix, fault diagnosis, and resolution for desktop support issues.
4. Analyze faults across various core operating systems and platforms, providing support and applying desktop fault resolution for the approved application suite.
5. Require 2-3 years of experience in Windows Desktop support.
6. Provide first and second-level contact and problem resolution for customer issues.
7. Work with vendors to resolve complex AV issues as needed.
8. Communicate timely updates on issue status and resolution.
9. Maintain ticket updates for all reported incidents.
10. Install, upgrade, support, and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
11. Possess basic knowledge of Mac OS to support Apple PC users.
12. Install, upgrade, support, and troubleshoot printers and computer hardware.
13. Perform general preventative maintenance on computers, laptops, and printers.
14. Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals.
15. Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software problems.
16. Have broad IT experience with a basic understanding of networks, servers, AV, smart devices, and telecoms.
17. Work effectively in a project-based environment requiring flexibility and teamwork.
18. Perform other duties as assigned.
#J-18808-Ljbffr