Job Description
Tasks and responsibilities
• Provide first level technical support of network and desktop equipment and provides basic training on network and use of office tools at a local site.
• Provide end-user support of general office tools, which includes troubleshooting and problem solving for access to various external systems such as the mainframe, servers, applications, internet and email systems.
• Escalate problems and issues in conformity with the escalation process for technical and administrative resolution.
• Manage the inventory of equipment ensuring that business continuity is maintained.
• Ensures that network and IT hardware and software are used and maintained in compliance with established standards/policy.
• Support hardware/software upgrades or OS patching, loading and provisioning of user IDs and system access.
• Create and maintain site documentation and/or operation procedures.
• Provide second level support for other sites needing help.
• Participate in workgroups and project management functions as necessary.
• Perform related work as required.
• Create and update tickets within the Remedy ticket management system.
• Attend required meetings.
• Work is typically Monday through Friday – 8 AM to 5 PM. After-hours or on-call via cell phone may be required as needed.
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