Job Description

• Perform on-site and remote analysis, diagnosis, and resolution of issues while ensuring effective hardware and software performance.
• Provide technical expertise in the installation and maintenance of hardware and systems software.
• Provide a high level of customer service with excellent written and verbal communication skills for IT and business audiences.
• Identify and action trends by monitoring and analyzing incoming inquiries.
• Collaborate with Business, Service Desk, IT Security, IT learning, and Engineer's stakeholders to gather business requirements, deliver projects, ensure environment security, stability, and exceptional customer communication.
• Adhere to departmental standard operating procedures, Service Level Agreements, and other operational metrics.
• Maintain and create documentation to ensure efficient and accurate department operations both locally and globally as a member of a global team
• Provide and contribute to end user training in person and formal video or documentation.
• Perform tasks to improve the efficiency, reliability, availability, and stability of the computing environment which include process improvement, automation, and technical solutions.
• Follow IT Service Management Process (Incident, Change, Asset, Request, etc.) which include tracking data, the submission, and timely updates of tickets.
• Interface with third-party support and PC equipment vendors as necessary.
• Occasional travel may be required.

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