Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency.
Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
Setup and support PC hardware, peripherals, software and related devices.
Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
Install and support Microsoft client operating systems in an Enterprise environment.
Install and support office productivity software, client and cloud-based.
Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
Assist in monitoring systems that track security across hardware and software on end-user devices.