Among the key duties of this position are the following:
Identifies, diagnoses, and resolves Level Two problems for users of the personal computer software and hardware, RWJMS network, and new computer technology in a call center environment; communicates solutions to end-users
Provides one-on-one end-user problem resolution remotely or in person for RWJMS end user environment
Delivers, tags, sets up, and assists in the configuration of end-user computer desktop and laptop hardware, software and peripherals
Diagnoses and resolves end-user network or local printer problems, computer hardware/software problems, e-mail, Internet, and local-area network access problems, mobile devices (Smartphones and tablets), RWJMS approved applications
Coordinates timely repair or replacement of current hardware (desktop, laptop, printer, mobility) and critical software upgrades covered by third-party vendor maintenance agreements
Responsible to carry RBHS communication device at all times and respond quickly for urgent issues pertaining to RWJMS critical mission
Provides timely and efficient responses to customer inquiries and escalates to tech lead to assist with resolution as necessary.