||o Maintains desktop software and hardware and also supports mobile workforce.
o Provides support to users for basic software and hardware of end-user computing and desktop-based LAN systems.
o Involved in the installation and rollout of new software packages, upgrades and new desktop hardware.
o Troubleshoots problems using scripts and checklists as guides.
o Documents problems and resolutions.
o Participates in the testing and evaluation of new desktop packages and implements prototypes.
o Evaluates, maintains, modifies (e.g., creates macros, templates) and documents desktop application packages, participates in the testing and evaluation of new desktop packages and implements prototypes.
o Performs other duties as required.
• Educational Guidelines
o Associates Degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience.
• General Knowledge, Skills & Abilities
o Experience with troubleshooting and using diagnostic tools to evaluate and determine next steps to correct issues
o Experience building and supporting applications
o Excellent analytical, decision-making and problem-solving skills
o Ability to determine escalation practices
o Must be able to multitask in a fast-paced environment with focus on timeliness, documentation, and communications with peers and business users alike
o Ability to listen and communicate with clients to effectively solve issues and provide excellent customer support
o Results oriented, business focused, and successful at interfacing across multiple organizational units
• Job Familiarity Level
o Provides maintenance and support for moderately to highly complex client products.
o Works on multiple projects concurrently.
o Typically requires six (6) years of experience in supporting desktop software and hardware products and problem solving/troubleshooting.