Provides advanced technical support for end user devices and technology including, but not limited to, computers, printers, mobile, network, and accounts/access. Demonstrates keen ability to troubleshoot/repair difficult technical issues on-site and under pressure. Routinely performs system installations, upgrades and assists customers with hardware and software assessments. Maintains ticket tracking information in Remedyforce.
Assists colleagues with technical issues as needed in order to foster knowledge transfer and skills development. Provides expert technical knowledge and advice, including installation, testing, and evaluation of new software; monitoring; and support of systems. Recommends and implements appropriate changes to increase system security.
Stays current with state-of-the-art technology: software and hardware for relevant computing platforms – operating systems, applications, methods, scripting languages, procedures, and techniques.
Managing a team of students, Provide leadership, daily supervision, technical training, and acts as an escalation point for more difficult issues. Monitors and assigns daily work, including ticket queues, ad hoc assignments, and customer interactions/satisfaction. Contributes to Tech Squad vision, setting of goals, and continual service improvement.