Desktop Support

Tasks and responsibilities

• Provide first level technical support of network and desktop equipment and provides basic training on network and use of office tools at a local site.

• Provide end-user support of general office tools, which includes troubleshooting and problem solving for access to various external systems such as the mainframe, servers, applications, internet and email systems.

• Escalate problems and issues in conformity with the escalation process for technical and administrative resolution.

• Manage the inventory of equipment ensuring that business continuity is maintained.

• Ensures that network and IT hardware and software are used and maintained in compliance with established standards/policy.

• Support hardware/software upgrades or OS patching, loading and provisioning of user IDs and system access.

• Create and maintain site documentation and/or operation procedures.

• Provide second level support for other sites needing help.

• Participate in workgroups and project management functions as necessary.

• Perform related work as required.

• Create and update tickets within the Remedy ticket management system.

• Attend required meetings.

• Work is typically Monday through Friday – 8 AM to 5 PM. After-hours or on-call via cell phone may be required as needed.