• Provide input during project planning and requirement phase
• Provide day-to-day technical support to end users
• Respond to level one and two support requests via multiple sources such as phone and e-mail
• Enter call data into tracking system
• Interact with clients in a courteous and professional manner
• Provide user access service
• Diagnose problems by evaluating multiple options
• Develop checklists and scripts for resolving routine problems
• Escalate problems when necessary
• Document problem status and resolution in tracking log
• Coordinate the deployment of new or upgraded images, software and hardware for multiple clients
• Configure and install desktop PCs, peripheral equipment, laptops and other mobile devices
• Follow established procedures for performing configuration changes, updates and upgrades
• Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Provide ongoing client technology support
• Provide technical support to meetings that include video conferencing
• Monitor and communicate system status
• Diagnose and resolve client workstation and mobile device hardware and software issues
• Create temporary solutions until permanent solutions can be implemented
• Assist system, programming, and vendor professionals, as needed, to resolve problems
• Maintain password and user credentials to ensure system security and data integrity
• Adhere to the integrity of controls, regulations and guidelines
• Maintain I.T. inventory management for all I.T. equipment and/or software in accordance with company policy and procedures
• Collaborate in the development of service-level objectives and take steps to meet or exceed targets
• Explain service procedures to clients
• Follow up in a timely manner to ensure customer satisfaction
• Keep performance metrics
• Identify recurring and potential problems and notify team members
• Recommend procedures and controls for service improvements
• Recommend ideas for improving queue time, abandoned call rates and first contact resolution
• Participate in integration and user acceptance testing
• Train co-workers on new or existing functionality or services
• Create, modify and review documentation of issue resolutions
• Document solutions to common problems and respond to frequently asked questions
• Create and submit documented resolution to knowledge base
• Alert team members about recurring problems
• Communicate updates on issues in a timely manner
• Communicate suggestions on backup and recovery procedures
• Make suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements
• Recommend products to clients by understanding needs and referring to corporate standard list
• Mentor less-experienced staff in a specific area of expertise

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/diagnostic skills
• Three years, minimum, of I.T. work experience
• Willingness and ability to travel domestically and internationally, as necessary

To apply and for more information, click here.

Photo source: World Vision International