Provide advanced troubleshooting and problem resolution for support of MOD users. Provide support and technical assistance for Help Desk and IT projects. Research reported problems for resolution and develop proactive methods to prevent or reduce future occurrences. Provide support on standard MOD application programs, operating systems, and desktop configurations. Proactively monitor selected systems to minimize downtime and maintain system/network availabilities and baselines.
Provide advanced troubleshooting and problem resolution for problems transferred by the Help Desk. Will work directly with Foundation Executives and National Office personnel to research and resolve reported problems. Recommend proactive methods to prevent or reduce future occurrences. Coordinate problem determination and resolution with IT personnel as required. Provide support and technical assistance for Help Desk and IT projects. Document all problem information and actions accurately into the call tracking database. Develop and maintain up-to-date user documentation, as well as help desk procedures, special instructions, and issue tested resolutions for Help Desk. Assist in the development and maintenance of the Help Desk Knowledge Base System. Work with user base to discover Foundation IT requirements for existing and future environments. Assist with the creation, maintenance and support of user logons to access the Foundation’s IT resources. Manage distribution and collection of RSA tokens. Provide solutions to common problems and supply help desk staff with documentation and training to resolve future occurrences of these problems. Provide technical training for IT personnel on standard applications programs, operating systems and desktop configurations as needed.
- 2 to 4 years of direct experience - Four year college degree or equivalent experience. - Advanced knowledge and skills in PC technology, network systems, software packages (including the MS Office suite) and operating systems supported by IT. - Must be capable of performing computer maintenance. - Thorough understanding of use, installation and configuration of computer peripherals required. - Understanding of virtual technology, streaming video, virtual meetings and has been exposed to live production broadcasts. - Must have exceptional time management and negotiation skills - Excellent interpersonal, analytical, and customer service skills, and the ability to train others required. - - PC maintenance certification is a plus.