Role
- Provides exceptional deskside and remote support users, with a focus on the firms Executive members
- Owns and follows up on IT support requests and problem tickets until user confirms resolution.
- Enters incidents and requests into ServiceNow to ensure accurate tracking of End User Issues
- Strong experience of video conferencing and collaboration tools, Microsoft Teams
- Provides installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio / visual, networks, printers, and computer peripherals.
- Works on complex, confidential assignments
- Owns project execution on behalf of the Deskside team, ensures documentation is accurate, updates are provided to management and inventory / completion tracked successfully.
- Ensures past incidents and resolutions are documented appropriately according to knowledge management standards.
- Proactively follows up on IT service requests / IT problem tickets until customer confirms resolution.
- Collaborates with other team members to provide efficient, full-service support.
- Participates in testing new desktop technologies and software.
- Technician must maintain professionalism, good attitude and appropriate behavior with all users and vendors.
- Technician will provide customer technical education, and support high level technical problems.
- Excellent verbal and written communication skills
- Assists, encourages, and serves as a backup to other team members.
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