Job Description
Job Description
Note: The candidate must be flexible to work overtime as needed, including weekends,
holidays, and off-hours.
- Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
- Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
- Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
- Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
- Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.
- Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
- Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
- Provide daily and weekly status reports of ongoing efforts.
- Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.
Job Tags
Local area, Flexible hours,