Primary Responsibilities:
• Provide comprehensive support for software, hardware, and networking, encompassing desktops, laptops, and servers.
• Deliver maintenance and support services for legacy products.
• Offer assistance for Enterprise Products as needed.
• Execute disk replacements on enterprise storage products.
• Install and maintain PCs, associated software, networks, servers, and peripherals.
• Provide operational and maintenance support for network products.
• Conduct installs, moves, adds, and changes as required.
• Perform tests and certifications on PCs, networks, servers, and client-approved applications.
• Ensure timely follow-up on problems, initiating escalation procedures when necessary.
• Uphold a high standard of professionalism in actions, demeanor, and appearance.
• Guarantee customer satisfaction throughout service delivery transactions.
• Adhere to client-specific Service Level Agreements, updating incident and request tickets accordingly within the ticketing system.
Key Qualifications:
• Appropriate technical expertise.
• A+ certification is advantageous.
• Specific Manufacturer certifications, such as EMC, Dell, Cisco, Microsoft, Apple, COMPTIA, and NETWORKPLUS.
• Proficient troubleshooting skills for software and hardware issues.
• In-depth knowledge of servers, Microsoft/Linux/Unix applications, network protocols, internetworking, configuration, with advanced PC support capabilities.
• Capability to test and certify PCs, networks, servers, and client approved software applications and associated peripherals.
• Familiarity with client-specific internal procedures and service delivery requirements.
• Excellent analytical and client communication skills.
• Potential requirement for client and/or governmental clearance.
• Microsoft Server Certified Professional Certification or equivalent experience in server handling/break fix.
• Completion of police or criminal background verification may be necessary.