SUMMARY
Provide a point of contact for end users to receive support and maintenance within Muscogee Creek Nation Casinos technology environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely, accurate fashion, and provide end-user assistance where required. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on assistance at the desktop level.
ESSENTIAL DUTIES AND RESPONSIBILITES
Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop Devices for their entire lifecycle.
Responsible for the installation and configuration of desktop computers, peripheral equipment and software. This includes patch updates, and hardware replacements.
Works with vendor support contacts to resolve technical problems with desktop computing equipment.
Perform onsite analysis, diagnosis, and resolution of peripheral hardware and software issues for end users, and implement corrective solutions, including offsite repair for remote users as needed.
Assist in software releases and roll-outs according to Change Management best practices at the desktop level.
Use IT support request system to document, prioritize, and track requests.
Create, review, and update documentation on resolutions and troubleshooting.
Travel to complete repairs as necessary.
Utilize Inventory Data management software to maintain inventory accuracy and workflow.
Ensure the procurement requests are compatible with all current technology standards. Report exceptions, duplications and optimization opportunities.
Work with management and vendors to develop hardware standards for PC and peripherals.
Build strong end-user relationships by keeping commitments and having a strong customer service-orientated approach at providing support.
Become familiar with each business department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment.
Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
Assist in training and development of Desktop Support Technician I’s as needed.
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