| Responsibilities Description % of Time Spent • Services and troubleshoots Laptop/Desktop Imaging, Corporate iPhones, iPads and Hardware. • Installs and troubleshoots Software/Application-client. • Provides training and technical support for following applications: • RDP, LANDesk • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange • Internet browsers (e.g. Microsoft Edge, Chrome) • VPN and remote dial-in users • Support for laptop, desktops, and printers, Fax Machines, Scanners, • PDA, and Smartphones • Troubleshoot VMware VM related issues • Additional technologies as necessary • Provides support for infrastructure and support technologies by performing routine maintenance and enhancements to existing technologies, as directed, and participating in planning for new ones. • Identifies and resolves technical problems and issues with assigned technical infrastructure hardware, software and work processes; escalates problems beyond level of expertise to manager or more experienced technical staff. • Plan, monitor and record relevant asset information to ensure asset quality, cost optimal usage and compliance with vendor contracts. • Ensure availability of key asset information to support internal charging, funding and sourcing decision. Keep asset records up to date. • Delivers quality and timely results while meeting or exceeding SLA's, i.e., technical and customer support, based on company business needs and objectives. • Complies with and supports all corporate, department and unit policies and procedures. • Generally supports 8 hrs x 5 days during business hours of client. However, willing to work from 6 AM to 8 PM in respective sites. • Provides on call support during non-business hours as required. • Coordinates between business users and IT vendor for local IT application support as and when needed. • Performs other related duties as required including IT procurement and disposal of IT assets via Crawford preferred vendors. Technical Skills • An understanding of technical skills within area of responsibility and the ability to work independently. • Ability to concentrate on multiple detailed work assignments, even with distractions. Reviews work for accuracy and completeness. • Technical knowledge of Desktop/Laptop level troubleshooting Experience in O365 products, Internet and Networking, Active Directory, File share, Print server. • Deep Technical Knowledge in Webex, Teams, Outlook and vMware. • Comfortable with remote support tools eg VDI, Team viewer and Remote desktop • Good technical knowledge of Operating systems like Windows 10. Experience Level • At least five or more years of End User computing support experience. • Three or more years of progressively more responsible experience in providing technical assistance to technical infrastructure and applications computing project teams. |
Last updated on Mar 27, 2022
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