Location: Nashville,TN, USA
•Respond and resolve IT related issues over the phone and tickets •Installation of operating system and user applications •Troubleshoot hardware and software issues •Configure, maintain, and troubleshoot printers of all types including laser, thermal, and impact •Developing, documenting, and maintaining desk side operations and administration procedures in the Policies and Procedures Manual. •Providing additional resources, as needed, during Critical Situations. •Effectively managing number of Desk side Services resources to ensure appropriate levels of staffing for each Location. •Maintaining and providing Escalation contact list(s) for Desk side Services (including Third Party Suppliers). •Maintaining a continuous improvement program that improves Desk side Services delivery and reduces the overall number of Escalated Incidents. •Identifying solutions that minimize the need to Escalate to Desk side Services (e.g., additional Authorized End User training, Self-Help support opportunities, self-healing opportunities, automation scripts, RCA). •Providing continuous improvement and innovation for better Authorized End User experience, (i.e. automation scripts, knowledge base articles, how-to instructions, etc.). •Participating in compliance activities including corporate audit, security risk assessment, and vulnerability remediation. •Managing any Service Requests (e.g., desktop, mobile) which require local interaction at the supported Locations. •Ability to prioritize tasks and to delegate them when appropriate. •Ability to explain technical issues to technical and nontechnical employees and customers. •Resolve Incidents and Problems associated with EUC Equipment and EUC Software, and provide break/fix support.