Job Name: Remote Desktop Support Tech Job ID: 952 Job Location: Work from Home TX Job Start Date: 09/12/2022 Job End Date: 03/12/2023 Job Description : Job Summary: • Provides a high level of customer service and timely technical support for basic end-user computer and networking issues to ensure end-user productivity. Responsible for the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software with direct supervision and within established standards and guidelines. Uses basic troubleshooting skills and technical knowledge to respond to situations where standard procedures have failed in isolating or fixing equipment or software problems and performs restorative and maintenance actions remotely to resolve end-user problems. Typically resolves issues referred by help desk support. Job Duties: • Performs upgrades on computer systems to ensure quality performance on a long-term basis • Coordinates configuration/installation and basic troubleshooting of PC hardware and software • Implements hardware and software testing • May collaborate with network services, software systems engineering and/or application development in order to restore service and/or identify problems • May assess functional needs and provides new hardware and software recommendations • Provides remote support to field offices to resolve technical issues • May assist with coordination office openings, moves and closures by performing site surveys and creating/assigning child tickets as needed • Handles new user computer setups and processes termination-related hardware decommission requests • Performs patch management & virus compliance remediation as directed by COR project teams • Displays creativity and latitude in regards to identifying and resolving basic technical issues with computer systems with assistance of a team • Works with a team to respond to priority cases such as work stoppages with a sense of urgency and in compliance with documented service levels including but not limited to: problem recognition, research, isolation, customer updates, incident documentation, case resolution and user follow-up • Prioritizes case and call queues to resolve outstanding tickets in a timely manner; provides proactive communication and status updates to impacted users • Serves as a technical escalation point of contact after users have completed the initial support request process through the Help Desk • Takes ownership of ticket from time follows up the status of problems on behalf of the user, and communicates progress in a timely manner • Maintains accurate information and data regarding end-user issues within the call-tracking software database and according to policies and standards • Demonstrates basic knowledge of TCP/IP networking, related network services and Active Directory concepts/administration • May perform SOX compliance remediation as directed • Serves as a subject matter expert on some core applications • Maintains reliable transportation for travel to sites as needed • Performs other duties as assigned by Management