Rcs-It - Service Desk Technician
Current• Manage ticketing system:- Create, update and close tickets.- Perform first response, initial triage and troubleshooting of all incidents.- Meet required Service Level Agreements per the Service Management Statement of Operations. - Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.- Record office, application or firm-wide outages within the ticketing system and send communications as appropriate.• Firm-wide support and maintenance of all end user hardware (laptops and desktop pcs) and software: - Provide end user training, troubleshoot in person, over the phone or via remote PC connection with users on issues related to operation of equipment. - Responsible for replacing and upgrading existing IT equipment including data transfer, replacement of computer components, etc.• Assist infrastructure team with network equipment maintenance and troubleshooting.• Firm-wide support and maintenance of computer peripherals (monitors, docking stations, scanners, printers, headsets, etc).• Provide support for office-specific, firm-wide or remote applications: - Supports, triage and escalation for all software systems. - Serves as firm experts in certain types of technology or systems (software and hardware). - Participates in mid-level projects including specific team meetings, providing input, suggestions and problem resolution.• IT asset management: - Manage deployment and recovery of IT equipment. - Track and maintain IT assets in asset management system, including asset assignment, location and disposal. - Receiving, validating and updating IT assets in the asset and inventory management system.• Author/Edit/QA knowledge base articles.• Ensure end users understand and comply with firm-wide security processes and procedures.• Validate associate adherence to IT policies; reinforce, report, or escalate as needed.
