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Minimum Qualifications Education Level required: Associates College degree preferred; Microsoft certification or A+ certification desirable.
Relevant experience required: Minimum two years customer service experience, including phone support in a fast-paced environment.
Knowledge required: Microsoft Windows 7/10 & Microsoft Office 2010/2016 Suite Products, Virtual Desktop Infrastructure knowledge helpful. Effective problem analysis, problem-solving, customer service, attention to detail, team interaction, and good organizational skills are required, as is the ability to multi-task in a fast-paced environment. Ability to work independently and ability to prioritize is important.
Duties Description WORK PERFORMED;
•Help Desk telephone coverage; communication with end-user community via phone, email and in person to assist with technical issues.
•Installation, configuration, troubleshooting and support of computer and VDI (Virtual Desktop Infrastructure) hardware and software; including new printer set up and ghosting of computers and laptops.
•Assists end-users in developing working knowledge of systems running on the LAN, including new-user network, hardware and software orientations.
•Maintains advanced knowledge of ESD’s standardized software applications to assist in problem resolution.
•Communicate daily work orders to managers; maintain proper tracking of work orders and incident resolution for reference and management reporting.
•Support end-users with remote access on desktops/laptops and mobile devices across platforms.
•Knowledge and support of blackberries, iPhones, Androids, and iPads in order to configure and troubleshoot.
•Collaborate and assist with IT staff with projects and deployments.
•Communicate with outside technical and service support for problem resolution.
•Assists with video teleconferencing, webcasts and telecommunication needs, as well as equipment setup for meetings and events.
•Write SOPs and user instructions as needed.
•Coordinates office set-ups with Administrative Services staff, as well as assist new users with equipment set up and ad hoc computer equipment moves as needed.
•Performs other tasks and functions as required by supervisor and IT management to service the needs of the end-user community; such as lifting, moving, boxing and unboxing of equipment.
•Occasional travel to the various ESD offices may be required
Some positions may require additional credentials or a background check to verify your identity.