IT Service Desk Technician
Responsibilities:
- Troubleshooting Level 2: Ability to resolve more complex issues related to Microsoft desktops, applications, and cloud services. Log analysis
- Provide remote (worldwide) and on-site technical support to users and students operating in a Windows and Mac environment
- Provide IT support according to the Best Practices in place and the Service Management framework
- Track all support needs and resolution in the Service Desk ticketing system
- Identify, escalate and follow-up incidents / requests
- Install and upgrade PC hardware and software
- Support audio and video equipment in classrooms and conference rooms / remote teaching
- Setup and configure new hardware through Intune
- Keep track of equipment / consumable spares and maintain hardware inventory
- Maintain the inventory system up to date
- Install and manage miscellaneous hardware drivers and equipment
- Follow-up on IT repairs with suppliers
- Manage purchase orders from the initial request to the delivery to the requestor
- Create and maintain knowledge base documentation
- Troubleshooting basic network problems
- Testing updates / patches before the production rollout
- Deliver specific training to staff and students (induction)