Spc II, BT Support

Prioritize support calls

Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.

Purchase and Maintain Equipment

• Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
• Ensures software and hardware standards are adhered to at all times based on guidance from Corporate.

Develop Policies and Procedures

Contribute to the development of policies and procedures. Ensuring software license compliance with all installed software.

Imaging Workstations

Maintains and adheres to current system security policy. Ensures client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels.

Secondary Support and Knowledge Transfer

• Provides secondary on-site support and knowledge transfer to the Desktop/Laptop support team and the Support Specialist I associates as required.

Order Entry Applications

• Account administration and support for Order Entry applications.

Desktop Hardware Relocation

• Responsible for desktop hardware relocation where required.

Network Connectivity and Troubleshooting

• Responsible for and/or assists in local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.

Wireless Access Points and Mobile Devices

• Responsible for wireless access points, VPN connectivity, and company issued mobile telephone devices.

After Hours and Round-The-Clock Support

• Provides after hours and round-the-clock support for emergency trouble calls when needed.

Additional Duties

• As required by Manager, provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.