Customer Support technician III

The Customer Support Technician III provides advanced design planning and

management of desktop and telecom services businessneed specific software

programs network/desktop policies security and enforcement and other related

projects or technologies that are managed by Information Technology Services. The

Customer Support Technician III will also provide mentoring training and inthefield.

knowledge transfer to other Customer Support Technicians.

Duties and Responsibilities:

Support the mentoring training and oversight of the assigned persons in

execution of Service Desk Field and Project data and voicerelated activities.

Establish standards for PC utilization backup techniques and security.

Install configure and troubleshoot PC/telephone to switch/LAN connectivity in a

primarily Windows environment connecting via network cable/wireless.

Locate and resolve complex PC/LAN/telephone hardware and software issues

using available tools.

Develop and maintain standard images for hardware utilizing Dell Kace

K1000/K2000 and other imaging tools.

Receive and process PC network and telecom related calls to the Service Desk

resolving complex issues received via telephone web email fax and memo.

Maintains accurate computerbased call records and reviews to ensure

achievement of QoS and SLA goals.

Participate in reviewing and establishing P&P for accuracy in the following areas:

projects networks PC and telecommunications hardware and software etc.

Ensure that computer equipment is properly tracked received and relocated

out/in for inventory repair.

Coordinate activities associated with outside vendors maintenance contracts

etc.

Facilitate group discussions about publications and other relevant sources to

improve knowledge base and skill set for the team and self development.

Performs other related duties as assigned or directed.

Regards