Collaborate with operational leadership and other partners to assess and deliver on functional needs of the business in relation to hardware and software standards.
Monitor, provide assistance with and achieve resolution to all issues, service tickets and projects in given area. Enter, monitor and complete all entries in the Support Desk tracking system, which includes stating the issue(s), listing all troubleshooting steps, providing a resolution and marking the records as complete.
Communicate frequently with business leadership to have understanding of ongoing and future projects to ensure that the IT team is prepared to assist when needed.
Visit sites and offices to check in with the managers and all other users to find new and resolve active issues.
Assist with installation, relocation, configuration, troubleshooting and ongoing usability of phones, desktop computers, peripheral equipment and software.
Interact with IT Operations Manager and Subject Matter Experts (SMEs) in other IT teams such as Clinical Applications, IS Admins, Service Desk and Infrastructure to resolve user issues and further develop understanding of systems, applications and workflows.
Maintain a strong working knowledge of all the equipment and systems supported by the IS Service Desk by keeping current with all documentation and by participating in continuing education programs.
Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established. Identify and work with IS Admins support staff to rectify any noted deficiencies.
Assist in maintaining oversight of all IS inventory stock; including ordering, receiving, tracking, and deployment.
Perform preventative maintenance on equipment, maintain acceptable cable management practices and clean work area/computer rooms.
Evaluate existing systems and/or user/business needs to analyze, design, recommend and implement system updates and/or changes.
Monitor and maintain computer rooms, while keeping a working knowledge of the configuration and purpose of the equipment in each room.
Collaborate with vendors (Network, Telecom, etc.) to escalate issues and create service tickets in their external ticketing system. Communicate and deliver resolution to end users.
Configure, monitor and support internal and external networks.
Provide end user support with application functionality and escalate issues as needed.
Image desktops and laptops. Build computers or change out computer parts.
Participate in meetings and projects, and complete other duties as assigned.