Job Responsibilities

•           Oversee the daily performance of computer systems and applications.

•           Answer user inquiries regarding computer software or hardware operation to resolve problems.

•           Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.

•           Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

•           Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

•           Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

•           Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

•           Refer major hardware or software problems or defective products to third party support vendors for service.

•           Develop training materials and procedures, or train users in the proper use of hardware or software.