The primary purpose of this role is to provide second line of support assistance to client users experiencing problems with IS supported software and hardware.

Responsibilities:

• Identifies and resolves desktop/laptop hardware problems.
• Initial network troubleshooting and determination of appropriate escalation path.
• Resolve and work proactively on virus issues and initiatives.
• Assists in new system deployments/loading appropriate software as needed.
• Mobility kit physical upgrades.
• Responsible for incidents escalated from first line of support.
• Write support documentation for customer and/or departmental use.
• Provides suggestions and information on projects that should be undertaken by the department.
• May provide first-line technical support handling calls, in order to provide time-of-call resolution to calls whenever possible.
• May manage projects as assigned by the Manager.

Academic and Professional Qualifications:

•  BA or BS degree preferred or other relevant combination of training and experience.

Experience:

•  3-5 years experience in an desktop support environment preferred.
• Troubleshooting experience

Travel Requirements:

•  May require local travel
•  May require other travel for business needs

Working Arrangements:

• May be required to work off hour shifts or be assigned to an on-call rotation.
• 24/7 Support
• Work is performed in a standard office environment with minimal exposure to health or safety hazards