Provide telephone and deskside support for all desktop and laptop systems distributed by Milbank's I.T. department.
Troubleshoot and research problems where a resolution is unknown. This may require Internal Knowledgebase or review within the ticketing system, searching online databases, software help files. ServiceNow.Create, escalate, and close tickets on the Helpdesk ticketing platform (ServiceNow) including maintaining records of all equipment used by the end user working in and away from the office, such as laptop computers, portable monitors, Mifis through asset tags.Assists with the installation, configuration, and ongoing usability of laptop computers, peripheral equipment and software within established standards and guidelines, as well with mobile phones, desk phones, AV.On-boarding /Off-boarding: Setup/remove hardware/software and mobile devices upon arrival and departure. For onboarding - assist with first login: ensure in the pre-deploy phase that the laptop and phone has been setup as per company guidelines and standards.Coordinate the distribution of peripherals - laptops, mobile devices, and accessories in collaboration with both the Help Desk and Hardware leads.Ensure laptop computers interconnect seamlessly with all systems including associated validation systems, file share servers, email servers, computer conferencing systems, application servers, and administrative systems.Provide off hours support as required, particularly on call support on overnights and weekends.Assist with ensuring the security of all systems and equipment including reporting and remediating phishing and malware attacks.Work in conjunction with AV Team to set up technology in conference rooms, including but not limited to, video and audio collaboration.Occasional printer support and maintenance such as clearing print queues. Ensuring users are connected to their designated printers and print/scan to email is working as expected.We work in a high-level dynamic IT environment, additional out of scope responsibilities might arise and are expected to be handled to the highest level of user satisfaction.Pursue and elevate white glove support to all users, but especially Partners (VIPs)Responsible for managing onsite fleet including all printing devices. Oversee printer supplies and repairs via maintenance/service contract and provide troubleshooting where applicable. Ensure open printer tickets are resolved, and all printers are functioning daily. Provide regular reporting and usage analysis.PHYSICAL DEMANDS / WORKING CONDITIONS / MENTAL QUALIFICATIONS
- Intermittent physical activity including reaching, prolonged periods of sitting, bending, or lifting (up to 50lbs).
- Mental qualifications include ability to perform all tasks assigned.
- Good organizational skills
- Documenting your work process - This practice involves detailing the steps and procedures you followed when working on a task so that someone else can understand and replicated/continue the work if needed on the task.
