• Log & assign support calls within a help desk ticketing system, follow-up with customers, provide feedback and update ticket status with detailed descriptions from entry to resolution; and properly escalate unresolved issues to the next level of support or appropriate resources
• Use existing support tools to perform remote troubleshooting to resolve customer problems in a timely and accurate fashion
• Assist in updating and testing the PAC standard software configuration on desktops and laptops
• Provide support for user applications such as Microsoft Windows, Office 2016, and Office 365
• Analyze and evaluate issues and make recommendations to reduce future occurrences
• Identify standard hardware needs and coordinate repair and/or replacement on desktops, laptops, notebooks, printers and scanners; work with Dell rep to provide equipment quotes for District Attorney offices to utilize in purchasing decisions
• Track computer assets such as desktops & laptops to include tracking warranty dates for computer refresh in all PAC and District Attorney offices; coordinate with local charity on disposal of surplus equipment
• Assist with office and equipment moves at the Morrow and Downtown Atlanta offices as needed
• Maintain an organized and tidy IT workroom and spare equipment room
• Provide after-hours IT support when scheduled and must be able to travel within the state to provide support onsite in District Attorney offices (occasional travel, less than 10%)

30 Jan 2018 -save job - original job