POSITION PURPOSE

1. Responsible for all walk-up advance support at site area locations
2. Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
3. Responsible for all equipment setups re-images & software installs
4. Implementing software and hardware updates and upgrades in compliance with the our Network Operations Center guidelines
5. Organize and prioritize a regularly changing workload with minimal supervision.
6. Assist in the development and maintenance of Support Center documentation as needed in Confluence
7. Report any support trends to the IT Operations Manager and Team Lead
8. Process all ServiceNow tickets within established SLA’s.
9. Research and testing of new technology
10. Travel to regional locations for support as needed
11. Supervise the Tier 1 Deskside Support Analyst tasks
12. Provide Tier 2 level support to the Deskside Analyst and users from the office
13. Work with other Deskside staff across all our entities on different IT projects
14. Logs all customer questions, requests, and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior our technical staff.
15. Resolves complex end-user problems using documented procedures and available tools.
16. Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
17. Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution
18. Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
19. Understands and provides superlative customer service; maintains and conveys a positive attitude.
20. Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
21. Responsible for new computer imaging and end user setup
22. Installing networking and server equipment when necessary
23. Setting up and configuring new printers when necessary

• Strong customer service and interpersonal skills.
• Strong verbal and written communication skills and interact effectively at all levels within the organization.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
• Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Self-motivated and ability to work with minimal direct supervision.

  -Accuracy and attention to detail.

  -Ability to work until the job is complete (may be beyond traditional working hours including weekends).Must be able to work occasional evenings and/or weekends for cutovers.

  -Familiarity with water/waste water treatment is a plus.