Position Summary:

• Serve as the on-site escalation point of contact for Tier-1 seeking technical assistance over the phone, email, or other form of communication.
• Support call center. Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Provide effective communication to the customers.
• Direct unresolved issues to the next level of support. Log and record issues and resolutions.
• Follow-up and update customers with status and information.
• Install workstations, printers, phone and fax machines computers and appropriate software applications and ensure that all are in good working condition.
• Provide technical expertise/training to end-users as needed to resolve equipment or software issues.
• Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), and network configuration; replacing parts as required.
• Prioritize and manage heavy workload in a dynamic and diverse environment.
• Work with minimal direction, but remain focused on critical and priority items.
• Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
• Coordinate new Tier-1 access needs and security changes.
• This will include coordination with internal IT leadership to establish system access, and communicate back to user with relevant user ID and password information.
• Direct the activities of outside contract resources to support hardware installations and/or repair as necessary.
• Assure necessary security of all IT assets.
• This will include physical security of equipment, data, and software, as well as assuring appropriate backup of data and programs.
• Complete and maintain an inventory process to track new and old equipment and software.
• Ensure that all assets are properly tracked and documented for management audit and legal purposes.
• Improves and implements procedures as needed and/or assigned.
• Consistently works to develop and maintain positive and professional relationships with all internal and external customers.
• Supports the vision and values of  and abides by all policies and procedures.