Job Summary:

Installs, configures tests, maintains, monitors, and troubleshoots end-user related hardware and software in order to meet or exceed published SLA’s; with effective management of the customer relationship during the entire support process

Essential Functions & Accountabilities:

Follow the service desk management process. Ensure all incidents and requests from customers are recorded and updated within the service desk system. Escalate support calls in accordance with IT procedures.
Receive and responds to incoming Service Desk tickets, phone calls and emails regarding IT support.
Performs moves, adds, and changes (MAC) requests as they are submitted.
Communicates, shares problems and resolutions, and works with the other IT verticals in order to effectively deliver IT services
Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems and hardware. Recommends and implements corrective solutions.
Installs, configures tests, maintains, monitors, and troubleshoots end-user related hardware and software in order to meet or exceed published SLA’s; with effective management of the customer relationship during the entire support process
Utilizes Global active directory services and related components, including deployment, identity management and reporting.
Aid in the support of Microsoft systems including Server OS, SCCM, ADS, Exchange, SQL, and the associated applications they support.
Administers maintenance and installation of equipment and system/application software upgrades.
Implements, supports and maintains file structures for user access to all user data.
Daily support of highly virtualized global environment through the use of VmWare, VSphere and Citrix environments, as well as associated replication technologies.
Writes technical specifications for hardware/software configurations, installations and deployments.
Constantly assess the need for and implements performance upgrades to all related end user hardware
Frequent interaction and partnering with the other technology verticals regarding project planning, troubleshooting initiatives, and to ensure efficient operation of the company’s desktop computing environment.
Prepares tests and applications for monitoring desktop performance, and provides performance statistics/ reports.
Provides information to internal customers on the functionality & applications of standard CooperVision IT systems.
Maintains and builds professional and technical knowledge by attending educational workshops and training events, by subscribing to and reading trade periodicals and by reading applicable technical manuals, books and guides.
Develops and maintains an inventory of all computer related hardware.
Accurately documents instances of desktop equipment or component failure, installation, and removal.
Liaise with third-party support and PC equipment vendors.
Maintains regular office hours and reliable attendance. Provides support during regular office hours and is able to respond to urgent matters and planned events after hours when needed.
Enforces the security policies of the organization and follows Sarbanes Oxley (SOX) IT process.
Participates in the out of hours support call rotation.
Performs other related duties as assigned.