Primarily responsible for directly addressing desktop service and support issues impacting end users. Works closely with other IT and S functions to ensure issues are resolved in a timely and successful manner to maintain an effective and efficient end user computing environment. Configures and installs desktop computing technology to support moves, adds, and changes ensuring minimal disruption in service. Provides hands on assistance with the installation, troubleshooting, and diagnostic support for all desktop computing components. Essential Duties, Resolves problems communicated via Help Desk Trouble Tickets, troubleshoots and provides support to all end users as needed. Resolves moderately complex to complex issues occurring with UH approved PC software and hardware, includes all areas of user support including PCs, laptops, tablets, and printers. Installs, implements and supports office automation software for the Windows environment. This includes, Windows operating systems, all Microsoft applications in addition to UH approved third party software. Develops and maintains technical and procedural documentation to be used by the Field Operations staff regarding PC software and hardware installation procedures. Maintains problem tracking information in Remedy or other service management tool. Analyzes and develops processes to improve end user productivity in desktop computing. Executes tasks on a project plan as required such as tests, implements, trains, and documents. Performs on call service rotation, provides 24 by 7 production support on a rotating basis. Performs occasional night, weekend work as assigned. Microsoft, Cisco, CompTIA other industry certification preferred.
Primarily responsible for directly addressing desktop service and support issues impacting end users. Works closely with other IT and S functions to ensure issues are resolved in a timely and successful manner to maintain an effective and efficient end user computing environment. Configures and installs desktop computing technology to support moves, adds, and changes ensuring minimal disruption in service. Provides hands on assistance with the installation, troubleshooting, and diagnostic support for all desktop computing components. Essential Duties, Resolves problems communicated via Help Desk Trouble Tickets, troubleshoots and provides support to all end users as needed. Resolves moderately complex to complex issues occurring with UH approved PC software and hardware, includes all areas of user support including PCs, laptops, tablets, and printers. Installs, implements and supports office automation software for the Windows environment. This includes, Windows operating systems, all Microsoft applications in addition to UH approved third party software. Develops and maintains technical and procedural documentation to be used by the Field Operations staff regarding PC software and hardware installation procedures. Maintains problem tracking information in Remedy or other service management tool. Analyzes and develops processes to improve end user productivity in desktop computing. Executes tasks on a project plan as required such as tests, implements, trains, and documents. Performs on call service rotation, provides 24 by 7 production support on a rotating basis. Performs occasional night, weekend work as assigned. Microsoft, Cisco, CompTIA other industry certification preferred.
High School Equivalent / GED Associated Degree or B.S. with an interest in Information Technology preferred