Acadia
PURPOSE STATEMENT:
Respond to inquiries and requests for desk-side assistance from facility staff.
ESSENTIAL FUNCTIONS:
- Responsible to efficiently and effectively identify, analyze, troubleshoot and resolve problems with the aim of eliminating recurrences using root-cause analysis.
- Respond to email, voicemail, and live interactions for assistance documenting each interaction in the ITSM system.
- Diagnose, repair and maintain hardware and software components to ensure the smooth running of computer systems.
- Control and manage routine function of the onsite information systems to ensure the execution of day-to-day operations.
- Serve as liaison with the Acadia Service Center and other Acadia Corporate technology specialists.
- Responsible for training end users, preserving the privacy of confidential data and maintaining the integrity of all data files.
- Support, monitor, test and troubleshoot hardware and software problems pertaining to the local area network.
- Provide end user support for all computer-based applications.
- Install, configure and maintain workstations, servers and network equipment.
- Troubleshoot hardware, software and network performance issues.
- Reset passwords in various Information Systems.
- Troubleshoot various Microsoft Windows operating systems on client computers.
- Troubleshoot issues with Internet Explorer, MS Office products and enterprise applications.
- Repair computers.
- Contact vendors for support when a piece of hardware is under warranty.
- Leverage remote support technologies to resolve complex issues and conduct internet searches for problems not documented in the KB.
- Troubleshoot hard drive and removable media, file-based and disk encryption.
- Ability to quickly and efficiently search the internet for solutions to problems not documented in the KB.
- Document break/fix procedures.
- Work closely with all Corporate IT support teams
EDUCATION/EXPERIENCE/SKILL REQUIREMENTS:
- High school diploma or equivalent required. Some college or technical school coursework preferred.
- Two to four years of job-related experience; preferably in desktop support with multi-site locations.
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