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Enterprise Technical Support Associate
3 months ago
Responsibilities
JOB SUMMARY: Responsible for providing 1st level support for the enterprise regarding desktops, laptops, wireless devices (phones, tablets), voice over IP telephony, remote connectivity. Assist with the configuring, testing, installation of new software.
DUTIES & RESPONSIBILITIES:
Receive and respond to incoming calls, emails, walkups, and work-related tickets regarding any user problems. Provide installation, configuration, and ongoing usability of desktop computers, laptops, printers, wireless devices, voice over IP telephones, remote connectivity, peripheral equipment and software within established standards and guidelines. Analyze and troubleshoot issues to determine if other level 2 and level 3 teams such as Engineering, Network, Server, or Security need to be engaged in solution. Coordinate support by creating appropriate tickets and assign to appropriate team(s). Support remote clients by using remote access software to connect into a team member's computer for diagnostics and troubleshooting to determine root cause and resolution. Provide ongoing support for enterprise system rollouts that affect these users on a continuous basis. Provide support to team members from various time zones and work sites, as necessary, with the using after hours on call rotation on a 24x7 basis. Work with numerous computer platforms in a multi-layered client server environment. Support Apple (MAC) and Microsoft Windows OS, hardware and software applications specific to enterprise applications. Basic knowledge of Enterprise LAN/WAN technologies. Support NCL office/cubicle moves. Ensure user equipment is moved to new stations and are restored to equivalent condition. Installation, maintenance and upgrade of computer hardware, software and peripherals. Perform other job-related functions as assigned. QUALIFICATIONS
DEGREE TYPE: Associate's Degree
FIELD(S) OF STUDY: Information Technology or Management Information Systems
EXPERIENCE: 0-1 year of experience troubleshooting hardware, software or providing desktop and/or help desk support.
COMPETENCIES/SKILLS:
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