Network/Desktop Tech

Answer service calls in a courteous and professional manner to solicit favorable responses and experiences in dealing with MCCNO staff.

• Handle support calls and coordinate issues with the Desktop Support Team escalating to next Tier as appropriate.
• Respond to service calls as an assurance that desktop support is here to serve all end users, while exhibiting a team disposition.
• Clarify PC-related issues, software errors and answer general questions so that end users feel informed and able to perform their duties.

Manage service tickets in an organized manner to ensure accuracy.

• Provide service and usage reports as requested.
• Properly document all service tickets.

Diagnose end user hardware conflicts and provide solutions to remedy the issues.

• Perform software installations/upgrades.
• Troubleshoot printer problems, security-related concerns, networking and connectivity issues, device driver selection and installations.

Provide PC and peripheral parts requirements, acquisition support and installations satisfying end user computing needs.

• Provide research and recommendations for improvements and opportunities.
• Maintain equipment inventory records/equipment replacement schedule.
• Perform other server non-OS services such as Activity Directory, Email, user accounts and permissions.
• Provide support in other Helpdesk activities as required.

Required

• Two to four years related experience and/or training; or equivalent combination of education and experience.
• Must be familiar with all aspects of Windows 10, PC administration, and Exchange email system support, Office 365. In-depth knowledge of industry standards related to PC hardware/software environments required.