Desktop Administrator - DESKT001345-00002

Primary Responsibilities

• Provides timely and responsive onsite Tier 2 support to end users and escalates to Tier 3 support when necessary.
• Accurately troubleshoots, installs and configures software and hardware on end user computer, peripherals and infrastructure.
• Resolves service desk tickets in accordance with defined standards and senior level objectives.
• Implements and administers Tier 2 level projects including enterprise level printing solutions and end user computing solutions.
• Immediately reports major technical and security issues and trends to appropriate persons.
• Upholds and enforces IT policies and procedures.
• Develops and maintains documentation and diagrams of IT services, practices and policies.
• Guides end users to utilize existing technology to its fullest capacity.
• Receives escalations from Tier 1 level support.
• Performs other duties as may be required or assigned by the Executive Director of Information Technology.

Security-Related Responsibilities

• Diagnoses authorization issues.
• Ticket escalation.
• Immediate escalation to Systems Administrator and Executive Director of Information Technology of any possible data or system breach or virus outbreak.
• Virus and malware removal.