PROJECT PLANNING:

• Provides input during project planning and requirements phase.

SERVICE DESK:

• First point of contact and day-to-day technical support to end users.

• Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail.

• Enters call data into the tracking system.

• Interacts with clients in a courteous and professional manner.

• Provides user access service.

• Diagnoses problems by evaluating multiple options.

• Develops checklists and scripts for resolving routine problems.

• Escalates problems when necessary.

• Documents problem status and resolution in tracking log.

CLIENT TECHNOLOGY SUPPORT:

• Coordinates the deployment of new or upgraded images, software and hardware for multiple clients.

• Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

• Follows established procedures for performing configuration changes, updates and upgrades.

• Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Provides on-going support of client technology.

TECHNICAL SUPPORT:

• Provides technical support to meetings that include video conferencing.

• Monitors and communicates system status.

• Diagnoses and resolves client workstation and mobile device hardware and software issues.

• Creates temporary solutions until permanent solutions can be implemented.

• Assists systems, programming, and vendor professionals, as needed to resolve problems.

SECURITY:

• Maintains passwords and users credentials to assure systems security and data integrity.

• Adheres to the integrity of controls, regulations and guidelines.

INVENTORY MANAGEMENT:

• Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

SERVICE LEVEL MANAGEMENT:

• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

• Explains service procedures to clients.

• Follows up in a timely manner to ensure customer satisfaction.

SERVICE IMPROVEMENTS:

• Keeps performance metrics.

• Identifies recurring and potential problems and notifies team members.

• Recommends procedures and controls for service improvements.

• Recommends ideas for improving queue time, abandoned call rates and first contact resolution.

TESTING:

• Participates in integration and user acceptance testing.

TRAINING:

• Trains co-workers on new or existing functionality or services.

DOCUMENTATION:

• Creates, modifies and reviews documentation of issues resolutions.

• Documents solutions to common problems and responses to frequently asked questions.

• Creates and submits documented resolution to Knowledge Base.

COMMUNICATIONS/CONSULTING:

• Alerts team members about recurring problems.

• Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

BUSINESS CONTINUITY:

• Communicate suggestions on backup and recovery procedures.

RESEARCH/EVALUATIONS:

• Makes suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements.

• Recommends products to clients by understanding needs and referring to corporate standards list.

COACHING/MENTORING:

• Mentors less experienced staff in a specific area of expertise.