Job ResponsibilitiesWork directly with customers in person, via phone, via ticketing system, and emailImage, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printersInstallation, configuration and troubleshooting of:Windows OSVarious applicationsService Now (Mandatory)Basic network connectionsConference room video and audio support (Polycom, BlueJeans, Google Hangouts)Support/set up of audio visual equipmentSupport employee meeting setupSupport all models of cellular/tablet devices, including Android, IOS and mobile operating systemsSupport remote users as neededMaintain accurate asset inventoryMajor Accountabilities: Trouble shootingResolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordinationResponds to all queries, triaging each in a prioritized and timely mannerRecords issues in the ticketing system and escalates complex issues to appropriate 3rd level supportOwns request tickets, performs follow-up, and ensures proper closure is reached and communicatedHardwareProvides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devicesCoordinates with vendors and service providers for in-warranty hardware replacement and serviceFollows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changesSoftwareProvides support for software with emphasis on Microsoft® Windows® and Office ® products in-house applicationsResponsible for updating and maintaining software products and applications as requiredOtherParticipates in the evaluation, piloting, testing and launch of new hardware, software and appsParticipates in various IT initiatives, helpdesk/desktop projects and research assigned annuallyProposes process improvementsCreate Help Desk/desktop communications, announcements and presentations to the company and sub groupsResearches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questionsManages, maintains, and improves technical documentationQualificationsTwo-year or Bachelor's Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environmentPC and Windows hardware skills, network printers and computer networksExcellent oral and written communication skillsCustomer service oriented, team player, good listener