Responsibilities:
- Provide daily direct desktop and point of sale hardware, software and peripheral support by performing troubleshooting, root cause analysis and problem resolution with minimal supervision
- Responsible for provisioning desktops, laptops and mobile devices, including Windows image management, initial configuration and setup
- Provide status updates to end-users, Service Desk and Management as required
- Assist in determining suitable software needs to meet user requirements
- Supports and maintains effective relationships with users and IT support team, and shares automation and process improvement options with the team for review
- Perform, Enhance and document procedures for compliance with regulatory and business requirements for PCI and SOX such as desktop patching and malware remediation
- Develops, documents and implements standard procedures and customer service guidelines relating to IT support
- Basic network knowledge including patching, cabling and troubleshooting level 1 network related issues
- Create and maintain technical documentation and deliver 1:1 end-user instruction
- Provide guidance to vendors related to IT procedures
- Work with vendors to resolve support issues and maintain optimum service levels
- Will maintain Time Tracking by activity type, and submitted to Manager for weekly approval
Qualifications:
- 5 years experience supporting various desktop and infrastructure technologies in a Microsoft Active Directory environment (Windows 7, Windows XP and Microsoft Office, Apple iPhone and iPad)
- In depth knowledge of PC’s and all associated peripherals
- A high degree of emotional intelligence and the ability to remain calm and maintain proper customer server while dealing with direct customer service issue in a one on one situation
- Excellent written and communication skills