This position acts as first level technical support in responding to incoming calls at the Help Desk. Troubleshoot, diagnose, investigate, and resolves technology problems through discussions with end-users, monitoring servers and network traffic. Operates and monitors servers and peripheral equipment located in the NOC. Responsible for recognizing, researching, isolating and resolving information systems problems. Manages several tape libraries and ensure off-site media storage is maintained, properly labeled and rotated. Typically able to resolve less complex problems immediately on the first call, more complex problems are referred to senior level Help Desk Technical Support staff and/or other qualified Technical Support personnel as appropriate. Responds to end-user calls regarding PC software, hardware, and server application problems. Generates Work Orders through the LANDesk Service Desk call tracking system. Operates and monitors all computer systems, networks and peripherals in the NOC. Assists in coordinating the resolution of application/software systems problems impacting production. Resets network and/or application passwords. Utilizes LANDesk Management suite to remotely manage desktop and/or laptop systems. Utilizes LANDesk Management Suite Remote Control to remotely manage desktop and/or laptop systems to assist customers. Maintains contact with users on operational and production problems. Assists Senior/Lead level Help Desk Coordinator and/or Technical Support personnel, as requested. Assists in resolving technical computer operations equipment problems. Logs documents and maintains history records on Information Technology production problems. Be present at work site to perform assigned tasks at the times and dates scheduled and assigned by the supervisor. •
Last updated on Apr 7, 2021