Job Description

. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers.

. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives.

. IMACD function including installation and decommission. Adhere to ticket response and resolution SLA's as agreed upon with the customer.

. Backing up and restoring user data, settings and associated systems administration activities.

. Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts. Assist on Incident and Problem management activities.

. Should have basic knowledge of Mac operating system, to support Apple pc users. Be available for Oncall support during afterhours as and when necessary.

. Taking ownership of issues through to resolution on all appropriate requests. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.

. Move equipment associated with escalated help desk incidents and service requests. Performing asset inventory activities as needed. Recommends and/or performs upgrades on systems to ensure longevity.

. Works with procurement staff to purchase hardware and software. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g. meals, travel, and lodging) in accordance with the Agreement.

. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues. Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings.