The ISD Global Support Technician is responsible for performing work across multiple areas (sites) and providing support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to escalated incidents, as well as telephone calls, email, and chat requests for technical support from end users.
Provides and is responsible for the setup, configuration, troubleshooting, analysis, and repair of computer systems, computer peripherals, mobile devices, and telephones. Installs, operates, tests, maintains, diagnoses, and monitors computer and support equipment operations by utilizing advanced troubleshooting techniques and departmental procedures.
Duties and Responsibilities (in order of priority)
• Troubleshoot and repair personal computer equipment and mobile devices. Analyze user-related problems to determine the source and notify appropriate personnel while assisting in resolution.
• Perform network monitoring, change coordination and configuration, drawing management, and hardware and software upgrades.
• Provide support for infrastructure and system upgrades, system refreshes, outages, and various IT-related projects.
• Install and modify PCs, peripherals, telephony systems, and printer devices.
• Support and troubleshoot video conferencing equipment.
• Provide Active Directory support and hands-on assistance for servers and network equipment.
• Manage local IT asset inventory, stockroom, and CMDB.
• Assist in virus remediation and security incident response as required.
• Develop and maintain standards, records, and procedures for installing computer hardware and software.
• Manage on-call/after-hours support for responsible office locations (where applicable).
• Order computer peripherals and process invoicing using SAP/Ariba.
Education and Qualifications / Skills and Competencies
Education Level (Minimum Requirement):
Bachelor's Degree OR High School Diploma plus 3 years of experience in a related IT field.
Years of Experience:
3–5 years of experience in a related IT field.
Professional Certifications:
MCSE certification is a plus.
Skills and Competencies:
• Experience with remote control software applications preferred.
• Experience with Windows operating systems.
• Excellent problem-solving and communication skills.
• Ability to troubleshoot and resolve issues independently using available tools.
