Desktop Support: Provide primary support for Windows Operating System, Mobile Device Management, infrastructure, video conferencing systems, and Microsoft Teams.
On-Call Support: Serve as the point of contact for all site-based IT requirements on a 24x7 basis, including handling off-hours emergency issues as required.
Technical Troubleshooting: Perform technical troubleshooting, data gathering, and GAP analysis for issues impacting end users locally.
Process Consistency: Ensure that consistent processes, procedures, and technologies are utilized across the enterprise environment.
Collaboration: Work closely with Application and System Services team leads and managers to follow and execute directives.
Knowledge Management: Document recurring issues in the Knowledge Base and maintain detailed records of case status, tasks, and work completed in the ITSM system.
Incident Management: Follow the company’s critical incident process to manage and resolve issues efficiently.
Staging Tasks: Perform basic staging tasks such as assembling computer components, imaging/copying hard drives, asset tagging, and repackaging equipment.
Inventory Management: Work with Field Service/Project teams to ensure proper equipment allocation for work orders and maintain inventory controls over tools.
Reporting: Provide reports supporting asset inventory using Excel and other tables as needed. Gather data and analyze activities that impact the value, cost, and risk of asset life cycles.
Application Support: Provide support for business applications and ensure a smooth user experience.
