Desktop Support - L3

Work directly with customers in person, via phone, via ticketing system, and email Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers Installation, configuration and troubleshooting of: Windows OS Various applications Service Now (Mandatory) Basic network connections Conference room video and audio support (Polycom, BlueJeans, Google Hangouts) Support/set up of audio visual equipment Support employee meeting setup Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems Support remote users as needed Maintain accurate asset inventory

Major Accountabilities: Trouble shooting

Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination Responds to all queries, triaging each in a prioritized and timely manner Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated

Hardware

Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices Coordinates with vendors and service providers for in-warranty hardware replacement and service Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes

Software

Provides support for software with emphasis on Microsoft® Windows® and Office ® products in-house applications Responsible for updating and maintaining software products and applications as required

Other

Participates in the evaluation, piloting, testing and launch of new hardware, software and apps Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually Proposes process improvements Create Help Desk/desktop communications, announcements and presentations to the company and sub groups Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions Manages, maintains, and improves technical documentation

Two-year or Bachelor’s Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment PC and Windows hardware skills, network printers and computer networks Excellent oral and written communication skills Customer service oriented, team player, good listener