• Second level contact for providing technical assistance, maintaining computer equipment, support issues with hardware and software and network troubleshooting.• Aid in tracking and organizing equipment and accessories in inventory.• Responsible for answering queries and addressing system and user issues in timely and professional manner.• On-call rotation. • Troubleshoot problems with software, hardware, user profiles, networking, phones, printers and working with external support • Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise • Ability to deploy, configure, and support operating systems on desktops, laptops, and tablets • Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks and time • Experience with Windows 10 Pro in an enterprise environment • Microsoft Office 365 account provisioning, de-provisioning, and maintenance • Act as an escalation point for advanced help requests to Tier 3

• Deskside IT and facilities maintenance support for all off campus clinics• SDWAN site spin up, setup, and troubleshooting• Front line customer support• Front end and back end system troubleshooting• Break-fix• Software installation• VOIP support• Monitoring and maintaining network, desktop, peripheral and VOIP systems• Inventory ordering, control and management• Quarterly credit card machine reporting• Vendor scheduling and management• Konica Minolta and HP printer setup and troubleshooting

• Manage network equipment, server infrastructure and mobile equipment from an on-premise and cloud service environment.• Assess, approve, and administer all equipment, hardware, and software upgrades.• Coordinate purchasing of equipment and software ensuring compliance with purchasing policies and procedures.• Assist and support network and communications implementations for all corporate departments and branch offices to include needs assessment, price quotes, design, negotiation and management of vendors, outsourcers and contractors to secure data and communication network products and services.• Manage and ensure optimal operation of all network hardware and equipment, including routers, switches, hubs, UPSs, etc.• Manage and ensure effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion detection systems.• Administer the IT help desk function for computer, network, and application maintenance and system access protocols.• Ensure SOX compliance through process adherence and audit support.• Sees problems through to completion.

Tier 1 iOS advisors are responsible for handling technical-support questions for Apple customers and partners. It is recommended that the candidate be able to provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer. The preferred person is responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction. * Utilize “P.A.I.R.” concept: Probe, Analyze, Isolate, and Resolve, as a roadmap for troubleshooting the problem, driving the call to resolution.* Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate queue (iPod, and iPhone). This includes hardware, software, networking, and interactions with the host computer OS and applications.* Accurately log all interactions via Apple’s Contact Management System.* Must achieve specific and measurable call center metric targets including* Customer satisfaction surveys* Average handle time* Schedule adherence* Educate customers on support options, and the steps being taken to resolve their issue, including online tutorials, in-store programs and help applications built into the programs.* Communicate positively with team members, customers, and other partners* Recognize and adjust their approach to accommodate all levels of customer’s* experience* Additional duties may be to support co-workers as a “subject matter expert” and provide assistance using an iChat tool.

• Review customer account to verify customer's information and level of support services.• Provide customer support troubleshooting, answer questions and provide instruction for end users via telephone, email and remote access. • Communicate and resolve issues in a clear, concise, timely, and professional manner. • Research issues when answers are not readily available with the use of provided tools and search engines to make appropriate recommendations to customers. • Utilize ticketing software to accurately record the details of each call or issue worked. • Properly follow all escalation procedures according to documented procedures and service level agreement.• Monitor and follow-up on open issues to ensure customer expectations are met in an appropriate and timely manner. • Customer focused, detailed oriented individual. • Resourcefulness and independent problem-solving ability. • Sees problems through to completion.• Proficient in Microsoft operating system, Internet related applications, email service and related software.

The Personal Computer Technician is responsible for desk side IT support to NASA employees at the Marshall Space Flight Center in support of office moves and relocations as it relates to computer and technology equipment, to include Windows and Apple systems. The main responsibility is to disconnect computers and other equipment, move, reconnect and troubleshoot any move related issues.At times, the move tech may be responsible for assisting with other basic computer troubleshooting issues with the end users.Coordinating, scheduling and performing individual and/or group moves/relocations to other offices within the MSFC or other government owned facilities.Troubleshoot/resolve/document any technical issues/problems and provide excellent professional customer service to clients at all levels within the organization during the entire support process.Service Level Agreements (SLAs) are met; issues are resolved and/or handled properly within the approved timeframes.Completing all required reporting in a timely manner.Load NASA ACES OS Overlay, set up all encryption software, add all Admins to the correct AD groups for all new systems prior to delivery to userDeliver, set up and verify system is working properly, all necessary software for user is set up and all ethernet connection are activeOpen, updated and closed tickets in HP Service ManagerCross-trained as a Refresh Tech that sets up new systems for users who are using outdated or expired systems including data transfersCross-trained as a Field Service Tech responsible for working troubleshooting tickets through HP Service Manager for system, printer, and all other technical issues

Responsible for servicing Federal, State and Local government agency Accounts Utilize the WFM e-mail processing system, researching and validation of agency profiles Ensure issues are resolved in a timely and accurate manner Interface with Sales, Financial Services, Implementations, Legal and Marketing teams Provide quality customer service Work as head liaison between Offline and League of Cities (LOC) team Special Project Team member responsible for working in-depth and lengthy credit and account change requests Member of the Process Improvement Team Took on responsibility for creating and updating an email template document that all representatives can utilize to speed our process Work closely with our Quality team to correct the templates for our Legal team to approve GCO Offline Escalation team Member to complete requests in an expedited manner Recommend data solutions, products and services to potential customer end-users Generate outbound calls to customers when necessary to resolve outstanding issues Provide superior customer service to customers and/or potential customers Consult and troubleshoot with necessary internal departments on more complex customer issues Ensure accurate routing of non-customer e-mails to all appropriate departments and channels Comply with the policies and procedures of the GCO in responding to customer e-mails Utilize various online systems to research and resolve inquiries Perform daily tasks within the performance expectations for productivity and efficiency