JOB SUMMARY

Under direct supervision, provides support to users with all technology related issues including hardware, software, telephony, printers, mobile, etc.

Troubleshoot, document, and escalate technology related issues. Perform root cause analysis and recommend procedures and controls for problem prevention.

CORE JOB RESPONSIBILITIES

• Configure, install and support workstations, laptops, printers, tablets, phones and other networked devices.
• Provide first level support on tasks assigned by Medline IS team.
• Support users with all technology related issues and provide one call resolution including ticket generation and maintenance.
• Perform data backups.
• Follow established processes for IT asset deployment and recovery, including tracking serial numbers, asset tags, and any other information as needed.
• Acts as a point of escalation for other IS teams regarding end user experience related issues.
• Performs basic routine maintenance tests for designated areas of engineering. Identifies, isolates, and escalates issues to appropriate personnel.
• Analyzes performance data and metrics, identifies problem areas and provides actionable insight to problem resolution.
• Provide telephony support, including phone switch programming and hardware management.

MINIMUM REQUIREMENTS

Education

• High School Degree, Associates or Bachelor’s Degree, technical institute degree/certificate, or equivalent work experience

PREFERRED JOB REQUIREMENTS

Knowledge / Skills / Abilities

• Knowledge of desktop, server, and network design principals and functionality.