Entry To Mid-level IT Professional

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Entry To Mid-level IT Professional
Duties: Assist all employees with technical support and technology related issues. Maintain computer, internet, and technology services. Oversee and maintain the appearance and upkeep of the firm and its technology. Field incoming support requests from end users via both telephone and e-mail in a courteous manner. Prioritize all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Report, track, document and resolve help desk requests problem-solving escalating as needed. Apply software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Contribute to and maintain system standards. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Support new-hire and employee separation processes by onboarding and offboarding Firm personnel as required. Properly terminate end users’ accounts according to a pre-defined checklist. Document the issuing, re-assignment, and “end-of-life” of hardware inventory. Keep Help Desk numbers within the guidelines specified in our SLAs. Provide after-hours, on-call rotational support, and occasional night or weekend work in order to support projects where operational downtime can be minimized. Assist in the daily operations of support of remote office locations. Coordinate the repair and maintenance and technical support of office equipment. Assist the Administrative Department with office setup, including IT equipment and office furniture (whiteboards, desks, etc.) as needed.

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