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- We provide employee hardware and software deployment, change and retirement
- Supports peripheral equipment, such as printers, mouse, keyboards, etc.
- Supports VoIP equipment and mobile phones.
- Orders new and replacement equipment and software as needed
- Repairs and upgrades computer hardware as required
- Reviews incoming help-desk tickets in a timely manner
- Evaluates and prioritizes service requests and incidents and assigns them to the appropriate queue
- Identifies, researches, and resolves problems related to user’s computing environment
- Escalates problems to other areas within IT as necessary
- Assists with system administration tasks within the Microsoft ecosystem and other SaaS applications
- Completes minor facilities maintenance tasks and escalates facilities issues to Building Management as appropriate
- 1st & 2nd Level Support for Workstation Systems (Windows) and Production Places (Linux)
- Troubleshooting desktop, printer, and laptop areas
- Monitoring and maintenance of network infrastructures (hardware, TCP / IP, routers)
- Error analysis and troubleshooting in WAN and LAN, for level 2 using relevant network protocols.