IT Support Technician

I will be responsible for providing support for all onsite IT activities. This includes consulting with support teams, help desks, customers, and other technical staff to resolve issues. My duties will involve coordinating and performing operational and maintenance tasks for networks and servers. I will identify recurring problems and recommend steps to mitigate their frequency or impact. I will install, troubleshoot, and maintain a wide variety of products and equipment, delivering services in technical support, system refresh, software integration, and operational support. I will identify, analyze, and repair product failures, ordering and replacing parts as necessary. Additionally, I will provide on-site training for customer support personnel. Specific tasks will include: - Offering on-call support by identifying, researching, and resolving technical problems via the ServiceNow ticketing system. - Collaborating with network services, software systems engineering, and/or application development to restore services and rectify core issues. - Advising on system modifications to minimize user issues. - Conducting routine system maintenance and analysis, including hardware configurations and managing equipment components. - Installing operating system patches and upgrades through SCCM Software Center. - Providing remote support services for telework/home users, including ensuring user applications function over VPN and/or Citrix. - Managing user relocation requests and ensuring the proper encryption of devices. - Executing local on-site cabling and offering support for enterprise groups like network and security operation centers, including restarting network equipment as directed. - Assisting users with mobile communication devices and providing tier 2 support, including hardware troubleshooting and OS reinstallation. - Helping with asset inventory support and disposal preparation, ensuring compliance with disposal policies and that all devices are wiped of information before disposal. - Troubleshooting video conferencing systems and assisting with presentations and setups. - Collecting, analyzing, and reporting end-user support trends. - Performing other duties as assigned.