Job Description :
Description
Under general direction, analyses, troubleshoots, supports, and maintains desktop computer systems, software, and peripheral equipment
Provides customer service to end users to enhance and optimize their use of desktop computer tools to meet business needs
Responds to the increasingly difficult Help Desk calls, including troubleshooting, researching, and providing solutions for desktop hardware and software problems
Updates and documents relevant research and resolutions into call tracking database
Monitors the flow of help desk tickets in the desktop support process
Assists staff at agency administration and all operating bases, either on site, or via telephone and remote control
Acts as a resource and resolves questions and problems in the use of computer hardware and software
Enhances agency-wide use of desktop computers by providing proactive support on desktop computer tools
Provides technical support as needed to Board members and executives for board and committee meetings
Assists Board members and Authority executives with use of mobile devices used to conduct OCTA business
Performs desktop image builds, computer upgrades, software installation, and configuration
Coordinates desktop adds, moves, and changes
Participates in planning, coordinating, and implementing technology projects related to desktop software and hardware
Participates in the definition of scope and assists in the installation, testing, documentation, and deployment of new hardware and software applications
Oversees mobile device management (MDM) for all mobile devices accessing OCTA information on mobile devices such as tablets and smartphones
Analyses requests for desktop hardware and software to ensure compatibility with agency standards
Researches and provides recommendations for the purchase of related software and hardware
Applies knowledge of preventative maintenance to ensure optimum system performance
Oversees the managed print services contracts for printers and copiers
Coordinates visits by third party maintenance Firms to ensure smooth repairs and upgrades to the agency''s equipment
Applies knowledge of personal technology computing trends to enhance business productivity
Advocates and trains employees in the effective use of computing devices and associated applications
Skills:
Desktop Computer Systems, Tablets, Smartphones, Printers, Hardware Components, Operating System Software (Windows internals), and Communications
Application software including Microsoft Office (Outlook, Word, Excel, PowerPoint, Access), multimedia, graphics, and presentation (Visio, Adobe Acrobat)
Practical application and increased understanding of computer networks and communications
Practical application and increased understanding of database architecture and design
Help desk call tracking
Troubleshooting and documentation methodologies
Personal technology trends