Job Description:

6-10 years of experience.  Responds to and diagnoses problems through discussion with users.

As part of the OCFO technology team, the I. T. Specialist-Cust. Support will provide: I. T. support to OCFO enterprise customers. The IT Specialist is responsible for rendering remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution. The IT Specialist must become familiar with OCFO proprietary applications, Microsoft Office 2016/O365 and Windows 10 platform. Also, the I.T. Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets. The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, polished telephone etiquette and focus on providing outstanding customer service.

Tasks for the I. T. Service Desk Level 2 Technician are as follows:

• Provide OPTIMAL customer support to all OCFO I. T. end-users to include top level senior executives and colleagues.
• Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
• Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.
• Render account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
• Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
• Render I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.
• Work independently and with team; convey technical information to non-technical customers.
• Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.

CONTRACT JOB DESCRIPTION:

Responsibilities:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:

• Bachelor’s degree in Information Technology or related field or equivalent experience.

 Skills: