User Support Specialist

• Equipment and Software Operational Support including:
- Installs and configures computers and peripherals on data networks.
- Assists in capacity planning of computers.
- Provides guidance and training to staff in resolving problems and queries.
- Distributes computers and printers according to assigned schedule.
- Coordinates activities of external contractors completing installations of computers and printers.
• Computer Services Help Desk Support:
- First point of contact in all computer hardware and software problems and requests.
- Analyzes problems (both technical and operational) and arrives at workable solutions.
- Updates and maintains the related database(s).
- Assists in the support of administrative computer-based applications.
• Equipment and Software Technical Support:
- Provides support and resolves problems related to installed computer software.
- Dispatches other Information Technology staff and vendor representatives to assist in resolving problems.
- Identifies software application, network and hardware malfunctions and takes appropriate action to resolve issues
• Respond to user inquiries on technical issues via help desk software, such as incident tracking system, and ensure that support is provided in an accurate and timely manner;
• Monitor and maintain Milaha's computing systems and networks, diagnose hardware/software breakdowns and resolve any technical problems, either face-to-face or on the phone;
• Identify failure and impacts by resolving and troubleshooting simple to intermediate issues relating to Milaha's systems hardware or software;
• Manage and maintain all computers by means of ensuring and contributing to optimal availability and provision of Helpdesk support services;
• Provide qualitative services to users on their technical problems and support users in their day-to-day tasks while adhering to corporate policies and procedures;
• Assist in the implementation and development of Milaha network backup and disaster recovery standards and procedures in coordination with respective IT personnel;
• Ensure that appropriate remedial actions are implemented according to pre-established standards and procedures;
• Perform other job-related duties as assigned.