IT Helpdesk

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
• Looks for opportunities to improve knowledge on technologies
• Understands and adheres to the IM process and policies
• Uses correct knowledge documents and support materials to answer questions and provide support
• Identifies when request/issue should be escalated and assigns to appropriate party
• Clarifies asks by listening for understanding and reflecting back
• Performs rounds and completes required templates
• Uses instrumentation and physical checks (walk-throughs) to monitor
• Responds to and resolves incidents affecting operations
• Performs physical build-outs, installing computing devices and low voltage cabling
• Provides direction to local security staff by assisting in post order definition
• Manages identified defects through own and supporting organizations
• Follows procedures to collect and manage data so it's available for security audits
• Performs maintenance per manufacturer specification
• Oversees the activities of on-site vendors performing maintenance
• Consistently, without fail, follows all safety guidelines
• Oversees the activities of on-site vendors performing maintenance to ensure safety guidelines are followed"
• Interprets security standards and applies to own work
• Identifies relevant security standards that apply to own work and adheres to protocols
• Understands security risks & implications when evaluating solutions
• Knowledgeable about current security controls"
• Does what is asked within the agreed upon timeframes and according to established procedures, protocols and/or requirements
• Demonstrates responsiveness by conveying critical information to decision makers
• Demonstrates awareness of the desired outcomes in actions and thoughts"
• Conducts diagnostic steps to collect data and validate issue
• Eliminates variables to pinpoint root cause
• Completes testing to confirm resolution"
• Eliminates variables to pinpoint root cause
• Identify possible solutions and pros and cons to each
• Follow up to confirm solution addressed problem

Resource Logistics