Responsibilities:

• Provides courteous and timely response to support requests submitted to the service desk via telephone, email, or any other communication method by responding via telephone, email, remote connectivity tools.
• Troubleshoots hardware and software problems by interviewing users to collect information and fully document all requests for support in the tracking system, including the resolution of the problem.
• Ticket creation, monitoring, closing, and proper documentation, and timely submission of the required reports.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls, and/or work orders regarding desktop problems.
• Ensure that desktop connection, network jacks are in proper working order.
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.