Analyst User Support - Sugar Land, United States - Fort Bend ISD

Description

Job OverviewProvide effective use of Enterprise PC/IOS Client Management tools to enable remote trouble resolution or packetized application delivery as well as maintain PC/IOS desktop, tablet printers and peripheral equipment.

Troubleshoot hardware problems to isolate software conflict issues and implement corrective action, plus monitor desktop or tablet computing environment so that all applications and operating systems are correctly configured and working properly.

Work with customers and vendors on special applications, provide first level remote support for cases transferred by the Customer Service Center and provide assistance and support in other areas of Technology Division as requested.

Position DescriptionEssential Duties and Responsibilities

Configure Light Weight Access Points, including Clean Air, Wireless Control System and Network Control SystemManage and maintain PC/IOS desktop and tablet equipment in the District by primarily providing remote assistance and secondary on-site dispatch supportProvide technical support, maintenance and installation of the peripheral devices found in a classroom, instructional lab and a typical administrative office setting Identify problems, apply optimum solutions and communicate resolutions to customers, management and other support personnel.

This includes independently making recommendations on additional hardware and software within district guidelines to meet unique customer needsInstall and maintain software by means of enterprise management push tools, remote access tools or via on-site dispatch if that is more efficientParticipate in project assignments as needed within an operational environment.

Maintain project flow and is responsive to institutional needsAssist customers and customer support personnel in resolving complex hardware, software, integration and operating system-level problems in the desktop environment which includes on-site asset installation, problem diagnosis/resolution and advisory information in the use of desktop assets.

Perform refresh functions as assigned.
Resolution of issues may include operating system programming, software configuration and hardware adjustments.
Provide technical support, maintenance and installation of desktop or tablet computing environmentOwn assigned issues, maintain complete, accurate and up-to-date incident tracking information via institutional incident ticketing system through the lifespan of assigned issues, escalate to appropriate support departments where appropriate and follow up until a solution is found and customer satisfaction has been determinedProvide on-the-job training to co-workers in handling of routine requests and coordination duties
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