Provide and lead general desktop support to end users including questions, problem resolution, and service requests related to all supported hardware and software.
Provide and lead first and second line support to the Funds’ users via telephone, email, and in-person.
Manage helpdesk queues in IT Helpdesk ticketing system.
Monitors system alert management system and responds to alerts for hardware and software issues.
Provide excellent customer service, answer Help Desk phone in courteous and professional manner.
Understand and evaluate end-users needs, develop creative technical solutions, and know when to escalate a problem.
Document all requests, including the entire problem solving process.
Learn the software and hardware used and supported by the Funds.
Unpack, setup, connect and test new computers, printers and other peripherals.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
Disconnect, move, reconnect and test workstations and printers for move and change requests.
Maintain and manage computer asset inventory, ensuring that all equipment is set up and maintained within required specifications and Funds standards.
Troubleshoot LAN/WAN basic networking issues.
Troubleshoot printers, scanners, and other peripherals issues.
Responsible for setting up audio/visual equipment for presentations.
Facilitate repairs with vendors.
Perform routine maintenance as needed.
Perform other related duties as assigned.
Provide support after hours, on weekends and through on-call rotation.
Qualification:
A+ Certification required, Network + Certification and Microsoft Professional Certification are pluses.