DeLine Box & Display

IT Support

• Help Desk Support (70%) Respond to telephone calls, email and personnel requests for technical support.
• Primary resource for managing Help Desk ticket queues.
• Evaluates and escalates support requests as needed.
• Provide technical assistance for all IT related hardware (phones, AV equipment, printers, PCs, copiers, tablets).
• Provide hands-on and remote support for Windows, systems in an Active Directory environment, Office 365, and network connectivity.
• Communicate with software and hardware vendors when appropriate to resolve user issues.
• Document, track and monitor the problem to ensure a timely resolution in the help desk ticketing system.
• Ensure that all incidents are promptly and accurately documented so that up-to-date information is available at all times.
• Track incident from the first report to resolution.
• Follow-up on resolved incidents to check the quality, get user concurrence of incident closure, and report user satisfaction.
• Establish and maintain data in a knowledgebase document to capture best practices resolutions to facilitate quicker diagnosis and resolution for future similar incidents.
• Ability to learn and support multiple proprietary software systems.
• Provide proactive equipment maintenance to make sure PCs/ Laptops, printers and other hardware are functioning properly.
• Take measures to avoid downtime and monitor to keep things running smoothly.
• Ensure that key on-site printers are working and ready for use every day.
• Stay up to date in technological advancements and trends in IT support.
• User Training and Asset Management (20%) Provide ad hoc end user training as needed to promote future 'self-troubleshooting'.
• Assist with new user training and onboarding.
• Assist with training documentation.
• Assist with asset management, to include receiving, unpacking, and inventorying new equipment.
• Assist in the creation and documentation of user machine specification and troubleshooting related to unique specifications.
• Setup machines for new hires as required.
• Deploy new PCs as required based on user need and age of hardware.
• Create a hardware deployment schedule to keep hardware and operating systems current.
• Assist with the cleaning and redeployment of past employee machines.
• Manage the deployment of subscription-based software licenses based on user role and job function.
• Assist with creating and updating knowledge base articles that promote user 'self-troubleshooting'.
• Network and Firm-Wide Support (10%) Assist in firm wide project rollouts.
• Assist in new software and hardware vetting, testing, training, and implementations.
• Recommend network modifications to reduce user problems based on empirical Help Desk issues.
• Under supervision execute assigned projects related to network upgrade and evolutions.

IT Specialist