IT DESKTOP SUPPORT

- Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
- May act as product liaison for major products, working with other areas of IT, other departments, and third-party vendors to solve technical issues as needed.
- Researches, resolves, and responds to complex questions received via telephone calls or escalations, and provides support on services following current standards. Follows up with the user to ensure the problem is resolved satisfactorily.
- Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to ensure customer satisfaction.
- Provide accurate and timely logging of customer incidents and tasks to meet agreed-upon service levels.
- Must be able to manually lift to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
- Participate as a member of the rotating IT on-call team that provides 24-hour support to internal customers. Not all sites require on-call participation.
- Demonstrate initiative and act independently to resolve problems.
- Participate in team projects as requested.
- Management of onsite AV Technical Management, including configuration & installation of AV devices.
- Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
- Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays.
- Assist with company meetings/functions that require the use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations.
- Interact with client Customer Help Desk ticketing system to respond to end-user requests.
- Perform preventative maintenance to resolve the problem or identify resolution to the appropriate vendor or manufacturer.
- Coordinate with AV equipment OEMs for resolution/workarounds, when required.
- Setup and breakdown of all onsite meetings.
- Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design.
- Daily system testing to ensure equipment and room functionality.
- Responsible for escalating all “next level” break-fix issues to their manager for resolution.
- Perform remote testing for local and regional offices.
- Ensure all AVS spaces are presentable for use.
- Videoconferencing experience including operation, call set-up, and equipment.
- Polycom AV equipment management and configuration.
- Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on the best possible connection type.

Paid Leaves, Healthcare Plan, Bonus

Equipment Management, PC Hardware, Software Installation, System Support, Video Conferencing