Job Description :
Job Description • Perform all roles and responsibilities of a Desk Side Support Technician • Provide direct face-to-face world class end user support experience in a walk-up IT bar environment • Provide primary support to executive users • Greet and assist users with the check-in process • Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues or perform warm hand off to an available guru with bandwidth • Provide support for corporate sanctioned employee owned devices • Schedule appointments taking into account user availability and the workload of the team • Owns the user experience; including identifying and averting potential escalations • Become experts in and demonstrate new and upcoming technologies • Provide user training on business applications, operating systems, and interprets and communicates IT policies at a level appropriate to the audience • Develop and share solutions to application, operating system and firmware issues • Partner with L3 support teams as appropriate to ensure problem resolution is obtained • Perform problem management on existing and new ticket • Assist with the onboarding of new users including phone setup, access requests, and computer setup • Work with procurement staff to purchase hardware and software • Assist with completion of corporate documentation as necessary • Perform SCRP process and ACR/ICR updates • Perform network and corporate application account administration • Perform asset management loaner and retrieval • Ensures configuration and inventory management database entries are complete and accurate • Distribute peripherals and manage inventory levels for lounge • Complete installation and testing of computers and peripherals within established standards and guidelines • Local travel as needed • Perform other duties as assigned

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