Job Summary
Provides resolutions for challenging technical issues relating to the client. Performs root cause analysis by utilizing problem determination and analytical skills relating to applications, access, connectivity, security, database, mobile devices, and others. Leads minor projects such as department initiatives, compliance reports, and roadmap items. Create and modify knowledge base articles and technical documentation as needed. Provides exceptional customer service while ensuring minimal disruption to the Business. Collaborate both internally and externally relative to their department while being customer focused.
Essential Job Functions
Provides resolution for complex technical issues related to the client that are referred from the Help Desk and require research and more extensive knowledge that involve applications, hardware, access, security, database, mobile devices, and server items in an enterprise environment. Performs root cause analysis and develop solutions and/or requirements for solutions. Develops knowledge base articles Manages enterprise level client security (encryption, antivirus, firewall, data loss, policies, etc.), client endpoint management (A ltiris, SCCM, BMC, etc), Active Directory, and VDI. Manages minor projects such as testing, deployment and remediation, develops customer training documentation, develops processes/procedures and technical documentation
