• Provide technical support to WPS staff, students, and Escalate support tickets via the help desk system.• Communicate with users on the status of technical support issues.• Diagnose hardware/software/user issues for tools such as computers (MacOS/Windows), mobile devices (ChromeOS/iOS) and A/V equipment (i.e. Provide hardware support for tools such as computers (MacOS/Windows), mobile devices (ChromeOS/iOS) and A/V equipment (i.e. speakers, projectors, scanners, document cameras, interactive displays, etc.).• Install, assemble, and configure computers, monitors, and peripherals such as printers, scanners, projectors, and other related hardware. • Replace computer, laptop, Chromebook, and printer components (screens, keyboards, batteries, network cards, etc.) as needed.• Work with schools and departments in resolving network printing configuration issues, malfunctioning equipment, and network connection issues related to network printing.• Provide support for tools including but not limited to G Suite for Education, Seesaw, Canvas, PowerSchool, printing, and general operating system questions.• Maintain the Asset Inventory for accurate record keeping.• Participate in the beginning and end-of-year equipment preparation, including installing software, pre-created images, and set-up of workstations.• Evaluate and troubleshoot all software and hardware problems as quickly as possible. Research manufacturer’s fixes/updates. (e.g., re-imaging machines, checking/activating network data drops, swapping out peripherals, connecting local and network printers, virus scanning, submitting Help Desk records).• Develop procedures for organization and security of device carts and labs; and• Perform tasks as assigned by the Director of Technology, IT Operations Manager, or the Network/Systems.

• Provided first level on-site desktop support throughout the health system. • Responsibilities include taking ownership of on-site desktop support requests at one of the health systems locations and working them to closure. • Resolving desktop break fix issues and assisting on, or conducting moves, adds and changes as directed. • Document all work done and resolutions real time in the health systems ticketing system. • Create or update support documents to better prepare the team on support issues. • Assess onsite service requests and resolve or escalate issues that impact end user’s workflow. • Installs, configures, and maintains personal computer hardware and software.• Informs end user as to nature of problem, how problem was resolved and educates him/her as to proper usage.• Install, maintain, and support computer hardware, software, and peripherals district wide.• Replace computer, laptop, Chromebook, and printer components (screens, keyboards, batteries, network cards, etc.) as needed.• Maintains standardized configurations. Seeks approval before making non-standard configurations.• Install and fully test user peripherals to ensure complete operation.• Ensures proper maintenance of equipment and provides documentation of repairs.• Configures personal computers upon installation so that they are fully operable and have access to local resources, such as printers.• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.• Document all customer encounters and actions taken in the call tracking system (ServiceNow).• Prepares 'managed' workstations for deployment using SCCM imaging technology and possesses the skills and abilities required to manually install and configure the OS, antivirus software, and management agents, i.e., and Microsoft SCCM.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.• Document all customer encounters and actions taken in the call tracking system (BMC Footprints).• Providing on-site and telephone support on matters involving computer-related problems; as well as configuring and Setting up workstations in the work area• Installs, configures, and maintains personal computer hardware and software.• Informs end user as to nature of problem, how problem was resolved and educates him/her as to proper usage.• Coordinates the setup, installation, maintenance, and upgrade of desktop infrastructure desktops, and software components. maintain IT equipment components such as PCs, monitors, keyboards, printers, scanner, webcam, and internet connections. Installs and configures network printing.• Participate on project teams and manage the completion of all assigned project-related tasks.• Install and fully test user peripherals to ensure complete operation.• Ensures proper maintenance of equipment and provides documentation of repairs.• Configures personal computers upon installation so that they are fully operable and have access to local resources, such as printers.• Performs necessary diagnostics to determine cause of problem. Consistently records and refers network, system and application problems back to the Lead Technician or Supervisor.• Participates in in-service training for department. May coordinate and lead in-service training under direction of Lead Technician.• Prepares 'managed' workstations for deployment using SCCM imaging technology and possesses the skills and abilities when required to manually installed and configuring the OS, antivirus software, and management agents, i.e., and Microsoft SCCM.

• Responsible for onboarding and offboarding employees which includes creation/deletion of user accounts and• providing company equipment• Diagnose and resolve hardware and software issues across a range of devices including, but not limited to desktops, laptops, Chromebooks, iPads, Macs, printers, interactive whiteboards, projectors, and network devices.• Install, configure, and maintain computer systems and peripherals to ensure compatibility and optimal performance.• Collaborate with the IT team to resolve complex technical problems and escalate issues when necessary.• Assist with the deployment and setup of new hardware and software following established procedures and guidelines.• Perform routine maintenance tasks such as updates, patches, and system optimizations.• Maintain accurate records of hardware and software inventory, repairs, and service tickets using the designated ticketing system.• Monitor the ticketing system and respond to staff/student requests promptly.• Install and configure software based on staff and student needs.• Manage and maintain Active Directory objects, such as adding, removing, and updating user account information and resetting passwords.• Build and deploy Windows Images using Windows Deployment Services.• Manage network printers through print management and group policy.• Distribute and set up multimedia equipment for auditoriums, event spaces, and conference rooms, including document cameras, microphones, projectors, screens, and additional multimedia devices.• Serve as Technology Coordinators during state online exams, ensuring proper technical and system setup for online testing and collaborating on any local system issues.• Maintain and update Sophos Enterprise Console and Sophos Endpoint Security to ensure all systems are up to date.• Perform additional duties as assigned by the Principal and/or the Technical Supervisor,

• Using BMC Ctrl-M monitoring technology to execute, monitor and complete financial, clinical and medical production processing services to the institution.• Ensure daily backups, scheduled batch processing complete to success and report and escalate any discrepancies.• Service desk support fielding help desk calls form users, vendors, over the phone during off-hours, reset of passwords, via IAM, Remote Access Manager, Surveyor Wake on Web, Citrix Program Neighborhood.• Setting up Network Printer, unlock user Account, Help user register profile.• Monitoring workstations for hardware, software, database, network and application for error. • Monitoring system consoles for messages and response to error or alert messages.• Preparing for and executing shift schedule of assigned production processing.• Executing and monitoring NetBackup, Control-M, Liebert Nform, Oracle PeopleSoft• Monitoring and maintaining the print room equipment used to seal or sign checks, as well as distribute paper forms and reports to the user.• Monitoring all system consoles for status and error message detection. Manages and files all backup media in the tape library.• Monitor data center environment status, reporting and escalating alerts or anomalies.• Ensure daily backup, scheduled batch processing complete to success and report and escalate any discrepancies.

• Responsible for overseeing daily operations and uptime of 700+ Harvard UIT and customer servers.• Monitor systems Status in a 24x7 Data Center environment.• Monitor daily system backup for successful completion on all operations environment.• Member of the Data Center team. Provided support by receiving and responding to web requests, resetting passwords, locking and unlocking user accounts in production systems.• Monitored issue alerts within the raised floor data center physical environment.• Ensured that all systems and databases are online and available prior to required defined times.• Responded to calls to all Support lines during off-hours, escalates, documents, and logs all calls.• Prepare tapes for offsite storage and receiving tapes coming back for offsite storage.• Monitor and escalate issues involving customer databases and application.• Monitor systems Status in a 24x7 Data Center environment.• Monitored issue alerts within the raised floor data center physical environment.• Monitor all production jobs that run on the Mainframe and the client server environment.• Ensured that all systems and databases are online and available prior to required defined times.• Responded to calls to all Support lines during off-hours, escalates, documents, and logs all calls.• Prepare tapes for offsite storage and receiving tapes coming back for offsite storage.• Responded to facility alerts and helped ensure uptime of the 60 Oxford Street Data Center• Monitor and escalate issues involving customer databases and application.

• Responsible for Monitored Nightly Batch processing of Production jobs for CA-7, and SAP, AutoSys Backups for all systems and responsible for the restart of failed backups.• Supported users over the phone during off-hours, reset of passwords, and logged all trouble problems via BMC Ticketing• Monitored on-line SAP system through AutoSys and responded to ITO system messages.• Monitored, restarted and scheduled backup through HP Data Protector and Verities for all UNIX Database Servers and NT Servers.• Maintained data center peripheral equipment by loading appropriate media and the distribution of nightly reports.• Monitors emergency power generation and UPS, AC, Electricity, air condition, fire alarm systems and security of the Data Center Facility.

• Monitoring servers located in the data center (Mainframe, Linux, Unix, Windows); Environmental equipment, emergency generator, building and fire security system and other alarms, sensors, emergency systems and report problems t appropriate manager or support staff• Performs computer systems tape backups (changes tape, checks logs, sends tapes off site, orders new tapes and supports the tape rotation systems). • Monitor batch jobs for daily processing, sort and prepare printed output for distribution; run programs in accordance with established schedules; document all jobs completed; identify errors; advise appropriate staff of productions problems; document all resolved or unresolved issues; ensure accuracy and quality of completed jobs.• Processing computerized output, involves printing reports, special billing forms, and payroll forms. Operation of Pitney Bowes inserter machines and Xerox Laser and other printers.• Account Management duties: creating, maintaining and terminating clinical and/or domain user accounts and privileges for various IT systems, services and applications residing in the IT Data Center.• Coordinates user and support issues with IS resources ensure timely response and intervention when situation/event requires immediate response/outcome/resolution.• Take calls from the Information Systems Support Center and provide Customer support.