1^st level Helpdesk support

Triage incoming helpdesk tickets and assign to responsible individuals

Resolve tickets independently if able

Be primary contact for internal IT Hotline (phone)

On-call 24 x 7 and able to respond to emergency status

Desktop Support

Primary contact for troubleshooting & resolving workstation/laptop issues, both software- and hardware-related

Install new software, updates and patches as needed

Proactively identify risks, issues and avenues of improvement

Printer maintenance

Primary contact for printer-related issues and training

Order and maintain inventory of supplies, surplus and parts

Interface with 3^rd-party printer support vendor for service calls

Facility Patient Information Management (PIM) systems

Interface with external facility IT departments

Procure and maintain access for Billing group to facility portals

Mobile Device support

Set up mobile devices and distribute to users

Training, support and orientation of mobile devices

Interface with 3^rd-party maintenance vendors for repair as applicable

Internal telephony support

Primary contact for issues related to internal phones

Basic maintenance of phone/voicemail system (password resets, name changes)

Interface with 3^rd-party maintenance vendor for repair, support

Support physical routing and maintenance of cables

Asset Maintenance

Catalog, document and maintain records for all company (IT and non-IT) assets in Helpdesk

Determine and maintain inventory levels of non-asset IT equipment (e.g. mouse)

Manage reservation/checkout/check-in of provisional assets.

Network/user access maintenance

Reset user domain/email passwords and/or unlock accounts

Support physical routing of cables and switch ports

Support maintenance of surveillance equipment

Support maintenance of proximity card access system

Audio/Visual Support

Proactively support and maintain A/V infrastructure in multiple environments

Instruct and assist presenters or users of A/V equipment

Building management coordination

Interface with building management  on needed repairs that are building management’s responsibility (plumbing, HVAC, doors, windows, etc)

Student Information System Support (SIS)

Assist students, course builders, instructors and administrators with all aspects of the student information system

Provide documentation, orientation and training on the SIS where applicable