Desktop and System Support Technician

Job Title:  Intermediate Desktop & System Support Technician

Job Summary:  Under general direction, monitor and respond to complex technological control facility hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Provide primary interface with vendor support service groups or provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance. May provide LAN server support. Require extensive knowledge of PC/LAN communications hardware and software in a multi-protocol environment, and network management software.

Responsibility: 

• Complete assignments from the Service Desk efficiently and effectively as possible within assigned priority to meet SLA.
• Troubleshoot and solve office desktop problems.
• Act as the “face of IT” at his/her facilities and route issues or work with other members of the IT team as necessary to resolve any issues.
• Inform local IT Network Administrator of any issue that requires their involvement such as non-standards purchase and new enterprise system requests.
• Purchase software and hardware for his/her facilities according to standards and IT purchasing procedures.
• Ensure licensed software is used in the facility and the information is maintained in the licensing database.
• Setup and install all network attached equipment at their facilities.
• Maintain software and hardware on desktops at the facility including Office Automation software, Anti-Virus, PC management software as per Desktop Setup Checklist.
• Maintain an up-to-date Hardware and Software inventory for his/her facilities utilizing the methods prescribed by Corporate IT Management (e.g. inventorying software, spreadsheets etc.).
• Support unique systems at his\her facility\facilities such as local MRP/ERP, PM system, Time and Attendance System, QA equipment, door controllers, buzzers, and other unique software or hardware.
• Administer local phone system (including paging, voice mail, moves-adds-changes) at his/her facility.
• Prepare, monitor and adjust work schedules and analyze data on user support services provided.
• Provide 2nd tier support to existing applications.
• Transfer existing applications to new technologies.
• Conduct system tests; Work with the quality, engineering and production department users to test the application, develop documentation on how to deploy the application, training of support staff on the application.
• Research new concepts as required to develop innovative solutions to business problems. Use complementary resources when possible.