Takes ownership of user problems and is proactive when dealing with user issues.
Responds to inquiries from users and helps them resolve hardware, software, networking or application problems.
Responsible for issue logging, tracking, analysis, reporting and management. Maintains records and provides reporting on repairs, down time, changes and updates.
Responsible for documenting policies & procedures, end-user documentation, installation instructions, and test plans.
Assists in maintaining and administering software and hardware inventories and licensing.
Setup and configure new PCs and PC related hardware and software.
Maintain Windows updates and security updates for all workstations.
Assist in maintaining system backups.
Maintain virus protection on all devices.
Support users in the use of computer equipment by providing necessary training and advice.
Ensure that the Help Desk staff meets and exceeds expectations in performance, metrics/benchmarks, and that standards and processes are followed; train, coach and mentor Sound Help Desk Analysts.
Ensure that customer expectations are met or exceeded; improve services, tools and support experience.