Technical Support Technician

The ISD Global Support Technician is responsible for performing work across multiple areas (sites) and providing support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to escalated incidents as well as telephone calls, email, and chat requests for technical support from end users.

Provide and is responsible for the setup, configuration, troubleshooting, analysis and repairing of computer systems, computer peripherals, mobile devices, and telephones. Install, operate, test, maintain, diagnose, and monitor computer and support equipment operations by utilizing advanced troubleshooting techniques and departmental procedures.

Duties and Responsibilities (in the order of priority):

Troubleshoot and repair personal computer equipment and mobile devices. Analyze user related problems to determine problem source. Notify appropriate personnel of problem source and assist in the resolution.

Network monitoring, Change Coordination, and Configuration, Drawing Management, Hardware, and Software upgrades.

Provide support for Infrastructure and System Upgrades, System Refresh, Outages, and various IT related projects.

Installs and make changes to PC, peripherals, telephony, and printer devices.

Support and Troubleshoot Video Conference equipment (Microsoft Teams).

Provide support for Active Directory and hands on support and for servers and network equipment.

Manage the local IT asset inventory, stockroom, and CMDB

Assist in Virus Remediation and security incident response, as required.

Develop/maintain standards, records, and procedures for installation of computer hardware and software

Manage on call/afterhours support for responsible office locations (Where Applicable).

Order computer peripherals and process invoicing using SAP / Ariba.

Skills and Competencies:

Experience working with remote control software applications is desired.

- Experience with Windows operating systems

- Excellent Problem Solving and Communication Skills

- Ability to troubleshoot and solve problems independently by effectively leveraging provided tools