Description

Provide expert-level hardware and software support within a multi-layered client-server environment. Diagnose and resolve complex issues, performing root cause analysis for on-call escalations. Manage support tickets independently within agreed SLA timeframes.

Responsibilities

• Diagnose and resolve complex hardware and software issues, including root cause analysis for escalations.
• Manage and resolve support tickets independently within agreed SLA timeframes and volumes.
• Collaborate with laboratory technicians to assist with software installation and maintenance.
• Maintain documentation, update knowledge bases, and coach junior analysts.
• Ensure seamless interconnection between desktop computers and file servers, email servers, and application systems.

Required Skills

• 5+ years of experience in desktop support and technical troubleshooting.
• Proficiency with TCP/IP, Ethernet, and Serial interface standards.
• Hands-on experience with Active Directory and Change Management processes.
• Direct experience using JAMF, Microsoft SCCM, and Microsoft Intune.
• Knowledge of anti-virus, anti-spam, wireless communication, and mobile device security.
• Experience managing FileVault Disk Encryption and diverse computer platforms.
• Strong ability to handle vendor, partner, and team liaison duties.
• Excellent verbal and written communication skills for interacting with faculty and staff.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate