The
Technician, Computer, End User (IT Associate) under the general supervision of the Supervisor, IT Operations performs basic technical, and administrative work in the maintenance, and installation of new and existing personal computer systems mainly for users who are working from home. Performs level 1 triage and provides remote support for Desktop, Software, Telecom, Systems, and Networking teams. Works on lower complexity end-user support. Trains end users in the use of Qualfon equipment and software.
Tasks and Responsibilities:
- Troubleshoots and configures personal computer hardware, software applications, and peripherals.
- Provides support to all remote workers
- Troubleshoot remote connectivity issues
- Assist with voice quality issues for remote staff
- Install and configure Microsoft technologies based on Qualfon best practices
- Troubleshoot Windows 10, for common software and hardware-related problems.
- Assists users and the telecommunication team with Qualfon telecommunication applications and hardware
- Communicate with end users, client support personnel, peers, and supervisors on all personal computers and specified client applications that require a technical resolution.
- Participate in inventory control and reporting of all IT hardware and software
- Maintain inventory in the IT asset inventory system
- Responsible for packing and shipping IT equipment in a secure manner for remote employees
- Adhere to company guidelines and procedures.
- Address user incident and service requests within the defined SLAs
- Participates in the Desktop on-call schedule
- Other duties as assigned