Information Technology Support Technician

As an End User Support Technician with Minimum of 5 years technical experience in providing quality

services to the end users which includes the following key roles and responsibilities:

 Provide customer facing end-user support that includes

 Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

 IMAC support including large scale/bulk office moves/re-stack activities (all moves)

 Support for Operating System, base load software, MS Office suite and other business

application

 Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

 Access related issues with smart card, password and security, application configuration and

troubleshooting, and general inquiries

 Support for the Mobility devices (IOS/iPhone/IPads)

 VIP and home-based office (HBO) user support

 Manage the ticket queue in remedy system and ensure they are resolved and closed within the

defined service level maintenance

 Respond to end-user requests for updates on ticket status and promptly follow up as needed.

 Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for

warranty repair/replacement)

 Perform managed print service invoicing/meter read/polling report verification

 Perform end-user support related security and controls and compliance related tasks such as access

reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

 Coordinate with Level 3 support groups and project teams for service delivery enhancements,

maintenance and upgrades.

 Provide IT support for on-site or off-site events and meetings including site setup, coordination with

venue IT/AV contacts and stand-by support

 Provide IT support for disaster recovery and emergency response activities in the event of

emergency situations at local sites.

 Provide On-call support if required outside business hours on a rotational basis