Responsibilities

• Provide incident and request management support to all end user devices (Desktop, Laptop, Monitor, VPN, Printers, Scanner).
• Experience in Windows and non-Windows operating environments.
• Recommend and apply solutions, including on-site repair for remote users.
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and follow timely resolution of all work orders.
• Demonstrated ability to provide user support by means of remote access tools.
• Provide status updates to the ticketing tools in a timely manner.
• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify ...