Customer Support technician III

Customer Support Technician III

The Customer Support Technician III provides advanced design, planning and management of desktop and telecom services, business-need specific software programs, network/desktop policies, security and enforcement, and other related projects or technologies that are managed by Information Technology Services. The Customer Support Technician III will also provide mentoring, training and in-the-field knowledge transfer to other Customer Support Technicians.

Duties and Responsibilities:

• Support the mentoring, training, and oversight of the assigned persons in execution of Service Desk, Field and Project data and voice-related activities.
• Establish standards for PC utilization, backup techniques, and security.
• Install, configure, and troubleshoot PC/telephone to switch/LAN connectivity in a primarily Windows environment connecting via network cable/wireless.
• Locate and resolve complex PC/LAN/telephone hardware and software issues using available tools.
• Develop and maintain standard images for hardware utilizing Dell Kace K1000/K2000 and other imaging tools.
• Receive and process PC, network, and telecom related calls to the Service Desk, resolving complex issues received via telephone, web, email, ‘fax and memo.
• Maintains accurate computer-based call records, and reviews to ensure achievement of QoS and SLA goals.
• Participate in reviewing and establishing P&P for accuracy in the following areas: projects, networks, PC and telecommunications hardware and software etc.
• Ensure that computer equipment is properly tracked, received, and relocated out/in for inventory repair.
• Coordinate activities associated with outside vendors, maintenance contracts, etc.
• Facilitate group discussions about publications and other relevant sources to improve knowledge base and skill set for the team and self- development.
• Performs other related duties as assigned or directed.