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Description

Provide field technical support to customers, including identifying and correcting equipment malfunctions that are unique or not previously encountered; Perform on-site installation check-out and emergency repairs normally involving a type of technically complex equipment; May instruct other technicians in problem diagnosis, trouble-shooting techniques, and repair procedures; Coordinate training of appropriate customer personnel; Ensure customer satisfaction through such activities as making periodic calls and visits to customers and providing information and technical support on new products and services.

• Interact with end-users to facilitate and promote effective use of information technology within the guidelines of company and IS policies
• Support Help Desk personnel in second level problem resolution to resolve end-user issues/requests
• This involves utilization of the Help Desk system to track end-user requests
• Utilize approved procedures to ensure that hardware and software are deployed, implemented, and supported per company standards/policies
• This includes the effective use of available tools and processes to efficiently and promptly respond to end-user requests
• Provide training, advice, and support to end-users to facilitate use of information technology, and promote awareness of the IS Policy, including security and appropriate use of assets
• Maintain advanced technical skills with the hardware and software supported by the Desktop Services Organization
• This includes PC's, printers, peripherals, PC Operating Systems, commercial PC software, and communications equipment to provide base LAN and voice support
• Perform other duties as required

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