Desktop Support

Description

Perform multilevel support for approximately 5,800 users with specialty in Windows 10 and Office 2016 assistance.
a. Provide telephone, email, and onsite technical support services to employees, agents, and contractors and determine symptoms, causes and resolutions to problems related to Email, PC software, configuration management, network management, printer configuration and mainframe applications.
b. Perform advanced hardware and software support for laptop, desktop and tablet PCs, which routinely includes rebuilding, reformatting and imaging. This also involves upgrades, testing workstations, peripheral devices, user applications and other critical software. Also provide basic level support for network servers.
c. Routinely perform advanced research for hardware and software problems to assist customers and to provide the most current and uptodate technological business solutions. This includes utilizing various databases, performing indepth searches in the Internet as well as inquiries of various product vendors.
d. Develop and analyze system requirements for new PC purchases, to include, but not limited to, coordinating with various parts of the organization regarding their software needs. Then develop and evaluate the enhancements, updates and products to provide system and software solution for customers.
2. Coordinates inter and intra communications between Technical and Network Support Center (TNSC), LAN teams, DHS Wide Area Network Users, and ICN. Implement network outage plan to insure all relevant information is communicated to appropriate personnel and if necessary coordinate repair/resolution of problem.
3. System maintenance for calltracking database, which is utilized by several departmental work groups. Develop, maintain, modify and report on standard problems, resolutions and decision trees for use by the entire team. Perform regular file maintenance of calltracking software.