End User Support

Job Description
Perform analysis, diagnosis, and resolution of complex hardware and software problems for end users within DSI defined service level agreements for DSI's headquarters-based users. Coordinates problem and project resolution with Infrastructure and Operations to minimize disruption and down-time. Act as level 2 support escalation from walk up and call center according to SLA's per ticket priority. Act as junior system administrator to perform routine tasks to maintain operations such as, but not limited to, account lifecycle management (creation, modification). Provides instruction and training to end users in troubleshooting, maintenance, and use of applications & hardware. Develop written knowledge items used for troubleshooting and training purposes. Perform moves, adds, and changes (MAC) requests for new and existing staff. Accountable for new hire hardware/software setup and initial training on support procedures and standard applications. Maintain telephony s...