Patrick Sides Email & Phone Number

Tucson, Az, Us

Tucson, Arizona, United States

- Responsible for configuring, deploying, and maintaining all desktop, laptop, and mobile systems, along with their associated peripherals and specialized equipment- Support the requirements of Business Affairs Shared Services partners- Utilize industry-standard tools and applications, including: Active Directory, Group Policy, PDQ Deploy, Windows Deployment Services, and Sophos Antivirus- Deliver front-line assistance to customers, resolving client-side computer, application, hardware, and network issues promptly and effectively- Provide comprehensive support for peripheral computing devices and printing services, ensuring smooth functionality and user satisfaction- Act as a liaison between customers and third-party support services, both internal and external to the University of Arizona- Utilize centrally provided client management systems, such as VMWare Workspace One, as well as internally maintained management applications, such as PDQ Deploy/Inventory, to provision and support client endpoints- Configure and maintain client support systems to maximize the efficiency of automated support tools, elevating the overall computing experience for customers.- Ensure exceptional customer service by consistently delivering prompt, clear, and concise assistance through the help desk, establishing a high standard of support.- Handle routine problems by leveraging prior team experience and knowledge, ensuring efficient and documented solutions are provided.- Provide technical assistance and support to end-users remotely and in person- Strong interpersonal skills and the ability to communicate effectively with users at all levels, including non-technical individuals- Ability to prioritize tasks, manage workload effectively, and meet deadlines in a fast-paced environment- Document troubleshooting steps, procedures, and resolutions for future reference

Tucson, Arizona, United States

- Maintaining physical and virtual servers and hardware- Maintaining and troubleshooting local Network infrastructure - Maintaining and supporting antivirus infrastructure for the organization- Managing access to local servers and virtual machines- Support development and implementation of new computer projects and new hardware installations.- Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs

Tucson, Arizona, United States

- Install, configure, maintain and repair workstations with standardized applications.- Diagnose and solve problems that develop on employee systems both local and remote.- Assist in the maintenance of local area data communications networks which may carry data, voice and video communications following organization standards and technical plans.- Resolve local network communications problems to ensure user’s access to necessary company assets.- Organize and prioritize service requests and on an as-needed basis works with vendor to resolve hardware and software problems.- Reply to service requests in a timely manner, accurately documenting issue, resolution and time applied to the request.- Respond to user questions and explain the operation of network applications, equipment and policies.- Tracks inventory by staff member and workstation and ensures this information is updated and accurate in the companies inventory tracking system.- Assist in documenting Installation and removal of IT assets in the companies inventory tracking system.- Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.- Support development and implementation of new computer projects and new hardware installations.- When necessary, escalates problems to management or the appropriate secondary level of support resource for resolution.- Available for On-call technical support after hours.- Flexible schedule as after hours maintenance may occur with little to no warning.- Perform other related duties as assigned by DNO or CTO.

Tucson, Arizona, United States

- Ensure the delivery of services to all Information Services (IS) customers (24 x 7, 365 days per year), ensure service levels are achieved in line with customer expectations for timeliness, effectiveness and professionalism- Ensure proper routing of all customers’ incidents or logged service requests- Ensure delivery of service is in line with SLAs and quality standards- Responsible for proper written communications regarding outages, maintenance and other items to customers in the organization- Uses verbal, written and listening skills to effectively define the customer’s issue; interacts with customers in a professional, courteous, positive manner; sets appropriate expectations with customers- Follows defined hand-off processes to dispatch the appropriate team/person/vendor to solve the issue- Assists team lead in documenting processes to triage supported applications- Utilizes all appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers- Follows all standardized practices and processes defined by manager or team lead- Closes and resolves assigned service requests in a timely and effective manner- Participates in process improvement activities, both internally for team, IS and externally for customers, to improve workflows, reduce time to resolution, reduce calls and improve quality and the end user experience- Identifies a console message to the appropriate system within TMCH; takes appropriate action to resolve console messages- Creates basic statistical reports regarding calls and resolutions- Adheres to TMC organizational and department-specific safety, confidentiality, values policies and standards