Technical Support - Deskside

Technical Support – Deskside (on site, Lexington, KY)

The Technical Support Associate will provide daily Business Services delivery for our two Kentucky (KY) locations. Currently one location is in Lexington (four days a week) and one is in Berea (one day a week). The Technical Support-Deskside role will be a support function covering services such as, but not limited to, mail, security, reception, office moves, office equipment, minor office repairs and maintenance, Level 1 & Level 2 technical assistance, installation, and setup of IT equipment for staff.

Technical Support (70%)

• Provide Basic Level 1 and Level Il technical support for standard PC hardware and software to the home office and remote staff members
• Diagnose and correct basic problems with PC hardware and software
• Coordinate vendor support where necessary to correct issues
• Install PC hardware and software, imaging and configuration
• Provide support for video conferencing systems, printers and telecom systems
• Discern when an incident needs to be escalated internally to a team member or to third party vendors for investigation and final resolution and keep manager informed of important issues
• Accountable for day-to-day decisions around prioritizing tickets, execution of jobs, and for setting clear objectives and measures for oneself
• Exercise independent judgment and discretion on significant matters related to functional areas
• Travel to the Berea small office as required, during their in-office day

Building Operations Support (20%)

• Provide support for all SCUS events (set-up of conference rooms, clean-up, coordination) and maintain an overall neat and organized appearance of the SCUS office space and conference rooms
• Complete assigned Building Operations Helpdesk tickets
• Assist staff with minor office/cubicle configuration and/or set up and departmental office moves
• Troubleshoot and maintain office equipment and work with our internal teams (i.e. IT) and external vendors as necessary (water coolers, refrigerators)
• Minor office repairs and maintenance such as light plumbing and light carpentry