Novigo Solutions Inc
Job Description
Customer Desktop Support candidate needed uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Responsibilities
Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success. Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems; communicate status of progress to the customer and provide updates to Customer Support Specialists and the Service Desk using the call tracking system. Apply significant technical knowledge and serve as a resource for other technicians to help solve complex problems. Function across hardware, software, peripherals, networking protocols, and communications; install and image new computers and load appropriate software for customers; deploy new business applications as needed; install local and network printers and other peripherals; configure them accordingly. Manage user data and migrate profiles as computers are replaced; stay abreast of current technology and identify emerging trends to suggest technical solutions for current and future problems. Collaborate with Data Center Operations on user file server data storage, network reservations, data restore, and account creations/modifications (AD, email, NCID, CITRIX, etc.); work with application development teams to identify application issues and provide technical details; work with network infrastructure teams to identify network issues and provide technical details for hardware resolutions. Project Management
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management. Documentation
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. System Security
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards. Additional Information
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr
Customer Desktop Support candidate needed uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Responsibilities
Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success. Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems; communicate status of progress to the customer and provide updates to Customer Support Specialists and the Service Desk using the call tracking system. Apply significant technical knowledge and serve as a resource for other technicians to help solve complex problems. Function across hardware, software, peripherals, networking protocols, and communications; install and image new computers and load appropriate software for customers; deploy new business applications as needed; install local and network printers and other peripherals; configure them accordingly. Manage user data and migrate profiles as computers are replaced; stay abreast of current technology and identify emerging trends to suggest technical solutions for current and future problems. Collaborate with Data Center Operations on user file server data storage, network reservations, data restore, and account creations/modifications (AD, email, NCID, CITRIX, etc.); work with application development teams to identify application issues and provide technical details; work with network infrastructure teams to identify network issues and provide technical details for hardware resolutions. Project Management
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management. Documentation
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. System Security
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards. Additional Information
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr