• Provides technical support to the Vanguard desktop hardware and software computing environment.
• Provides hardware and software services to clients onsite and offsite with basic technology problems.
• Serves as the interface to the Support Center and other IT groups for issues that must be elevated beyond the Desktop Support Services organization.
• Respond to end-user software or hardware queries via email, phone, or face-to-face.
• Assists Tier II/III support groups by implementing and administering corporate desktop computing standards (e.g., system backup, software licensing, hardware and software standards, security, asset acquisition and disposal, and system configuration).
• Maintains an inventory of IT assets and performs updates to the IT asset management database.
• Coordinates desktop hardware and software acquisitions and upgrades.
• Provides print queue setup and print server administrative maintenance.
• First-level troubleshooting for print server and printer issues.
• Learns and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.
• Learns and complies with Information Security policies and procedures. 
• Verifies deliverables meet Information Security requirements.

Skills: Desktop Hardware and Software Support, End-User Assistance, Collaboration with IT Teams, IT Asset Management, System Configuration, Print Server Management, Policy Adherence, Information Security Compliance

• Provide information systems level 1, 2 and 3 technical support to the end user community. 
• Troubleshoots and resolves hardware, software and user problems. 
• Manages incidents (tickets) from beginning to end.
• Participates in the resolution of chronic problems and other technical projects. 
• Install new, expand existing and configure operating systems, software applications, utilities and service packs based on end-user needs. 
• Perform software and hardware upgrades, routine maintenance, and monitoring. 
• Tests new software operating systems, upgrades and applications prior to implementing into production. 
• Train users in the use of equipment and software. 
• Participate in projects as a project team member. 
• Update Remedy in a timely manner.

Skills: Technical Support (Level 1, 2, and 3), Incident Management, Problem Resolution, System Installation and Configuration, Software and Hardware Maintenance, Testing and Implementation, User Training, Project Participation

• Provides advanced troubleshooting and issue resolution for desktop applications. 
• Ensures problem-solving and solutions reflect an understanding of software and hardware integration and functioning. 
• Uses firm and vendor-provided online knowledge bases as well as other resources to research and resolve issues. 
• Shares knowledge gained with others in Information Technology throughout the firm.
• Provides support for specific hardware such as desktop and notebook computers, system peripherals, mobile devices (tablets and phones), wireless connectivity, printers, and Multi-Function Printers (MFPs). 
• Understands setup, configuration, and use of dual monitor displays and other specialized hardware configurations.
• Logs technical support incidents and requests into the ticket management system from in-person, emails, phone calls, and voice mail systems. 
• Monitors support center incidents assigned to the team to ensure department service levels are met for responding to and resolving incidents. 
• Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to the user. 
• Provides feedback for process improvement.
• Coordinates the work of designated employees and temporary personnel within the department to accomplish team goals and objectives, including assigning tasks and distributing work to meet deadlines.

Skills: Advanced Troubleshooting, Software and Hardware Integration, Knowledge Base Utilization, Technical Support for Hardware, Specialized Hardware Configuration, Incident Logging, Incident Monitoring, Team Coordination

• Prioritizes and adjusts workload to meet project deadlines and complete daily tasks.
• Assists firmwide Infrastructure team with system maintenance and with resolving technical problems on servers and other network support equipment.
• Manages department-level, office, or firmwide projects. 
• Creates and manages project schedules, tracks issues, and makes decisions affecting the outcome of the project.
• Maintains video conference facilities including, client support, scheduling, infrastructure support, equipment maintenance, video desktop configuration/installation, reporting and vendor interaction.
• Recommends procedures for administering the client's desktop
• Participates in Workplace projects and performs other duties
• Updates the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been inputted promptly and accurately.
• Make customer service orientation with a demonstrated desire to exceed expectations

Skills: Workload Prioritization, System Maintenance and Troubleshooting, Project Management, Project Scheduling and Tracking, Video Conference Facility Management, Desktop Administration Recommendations, Workplace Project Participation, Ticketing System Updates

• Be responsible for End User computing and Mobility platforms, technologies and devices
• Provide input into the short- and long-term strategies for delivering EUC and Mobility services
• Ensure EUC and Mobility devices meet security and compliance standards
• Actively engage in all Service Management processes
• Provide support and maintenance to other Workplace services, including Microsoft Teams Rooms and Printers
• Involvement and organisation of workplace device-related projects, initiatives and rollouts
• Supports Service Desk staff as level 2 support for moderate to complex end-user escalations, incidents, and problems and ensures effective triaging and incident resolution occurs within service targets
• Participate in medium to large projects with business and technology teams to deliver solutions aligned to changing business needs and strategies while considering existing End User experience requirements
• Demonstrate consultative capabilities by providing value-added information to end users related to the adoption of Microsoft 365 services
• Support the operationalization of technology standards, processes and policies related to service offerings and ownership and document knowledge base articles and other FAQ resources available to end users
• Maintains good working knowledge of business applications, current infrastructure and future trends

Skills: End User Compute and Mobility Management, Strategy Development, Security and Compliance Oversight, Service Management Engagement, Workplace Services Support, Project and Initiative Management, Level 2 Support, Consultative Support and Knowledge Sharing

• Excellent customer service approach and team player
• Strong work ethic and ability to work in a dynamic work environment.
• Experience within a second-line technical product or desktop support role.
• Good written and verbal communication skills.
• Ability to problem solve within a technical environment.
• Good time management skills and ability to prioritize project work
• Able to troubleshoot basic to intermediate networking and VPN issues.
• Knowledge of Microsoft Windows 10 and SCCM.
• Knowledge of current versions of the following products such as Internet Explorer, Microsoft Office 365 Suite, and Google Chrome.
• Knowledge of video conferencing technologies.
• Knowledge of ServiceNow.

Qualifications: BA in Information Technology with 3 years of Experience

• Experience working with PC hardware, software and terminology
• Knowledge and technical skills to work with various computer systems and local area networks utilized throughout the hospital including maintenance, installation, removal or repairing basic computer systems
• Ability to operate computer peripherals including monitors, printers and scanners.
• Demonstrated communication, customer service and organizational skills required to complete assignments and meet job demands.
• Ability to adapt quickly to various functional environments, meet deadlines, and work independently and as a team member are integral to the position.
• Ability to perform complex, detailed design and analytical tasks, exercise complex analytical judgment on work to be done
• Ability to work well with others and demonstrate flexibility in relating to others required
• Advanced proficiency in supporting Microsoft Outlook and other Microsoft Office products.
• Experience supporting Microsoft SharePoint.
• Experience supporting Macs and OSX.
• Proficiency in Unix command line.
• Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems (less common: BT or IPC turret phone systems).

Qualifications: BS in Computer Science with 5 years of Experience

• Successful completion of Post Secondary Diploma in Computer Science or Information Systems or recognized equivalent
• Knowledge of Windows 7, 8 and 10, O365, Skype for business, installation, configuration and maintenance and other major applications
• Knowledge of personal computer hardware installation and configuration
• Knowledge of thin clients' hardware installation and configuration
• Knowledge of smartphone hardware and configuration
• Knowledge of MS Office applications (Word and Excel)
• Knowledge of Microsoft Cloud (O365, OneDrive Microsoft Azure/Skype for Business)
• Ethernet network topology experience and TCP/IP proficiency
• In-depth understanding of Active Directory Infrastructure
• Knowledge of SCCM application packaging, device imaging and patching,
• Microsoft Certification (MCP, MCSA,)
• Knowledge of various software applications

Qualifications: BA in Business Administration with 4 years of Experience

• Experience working in a fast-paced, technology-led environment
• Ability to work from ITSM tools such as ServiceNow and self-prioritize work stack
• In-depth understanding of Microsoft Windows 10
• In-depth understanding of Microsoft Office 365 and Google Workspace
• Knowledge of MAC OS
• Knowledge of a standard range of desktop applications and hardware
• Understanding of mobile devices such as iOS and Android and mobile device management
• Knowledge of device encryption systems, network patching and cabling systems
• Knowledge and experience of using anti-virus systems
• Knowledge of networking configuration LAN/WAN and wireless connections, with technical ability and understanding of FTP, SSL etc.
• Knowledge and understanding of Desktop/Laptop/Telephony hardware and operating systems (e.g. Windows, Linux, Apple)

Qualifications: BS in Information Systems with 3 years of Experience

• Experience with basic networking protocols and network services including DNS, DHP and TCP/IP
• Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
• Understanding and experience with Microsoft Exchange/Active Directory, 
• Experience in creating and managing email accounts
• Experience in creating and amending distribution groups
• Experience in creating, amending and troubleshooting issues with user accounts and permissions, including Group Policy permissions
• Knowledge of audio and video conferencing technologies
• Knowledge and understanding of End User Collaboration systems including email, chat, voice video, conferencing etc.
• Solid experience in a Technical Service Desk/Desktop role
• Experience using and supporting Microsoft Exchange in an enterprise environment.

Qualifications: BA in Management with 4 years of Experience