Responsible for the installation, repair and maintenance of desktops, laptops, peripherals, phone sets, cabling, software, printers, multi-function printers and all other end user technology products. • Install, test, support, troubleshoot and repair end user technology consisting of personal computing, peripherals, output, telephony devices, cables, software OS and applications, Wi-Fi and other data connectivity including personal computing devices, tablets, printers, MFP, phones and other IT technology. • Install, operate, navigate, and troubleshoot Windows, iOS, Android devices and all supported software or applications. Provide technical support on-site, remote, phone and email. • Install and troubleshoot voice and data cabling. • Routinely apply problem analysis and troubleshooting procedures to resolve customer problems using documented processes or via escalation. Act as a competent technical resource in order to assist users with resolving IT issues. • Routinely apply solid understanding of asset maintenance, desktop utilities and remote administration while carrying out responsibilities. Routinely demonstrate superior customer service, verbal and written communication skills. • Ability to effectively obtain and present information, asks questions, listen to customers and respond to questions. • Answer phone calls, tickets and emails pertaining to users’ technology issues or questions. • Routinely read and accurately interpret technical documents. • Respond to dispatch from Technology Assistance center for customer initiated calls. • Assure service delivery in fulfillment of Service Level Agreements (SLAs). • Prep and complete physical moves, adds and changes and all aspects of updates and documentation. • Maintain thorough and complete documentation, update and record on a timely basis, logging all work in tracking system. • Monitor work queues in tracking system and engage assistance as needed to maintain SLAs. Maintain asset logs and service records as needed. • Provide initial training on use of end user technology. Provide necessary training and education on all IT department policies and procedures.
**Buffalo, NY**