What are the responsibilities and job description for the Expert IT Support Specialist – Desktop & Infrastructure Support position at Teamware Solutions?

Key Responsibilities

Evaluate, prioritize, and resolve IT incident and problem management tickets based on business impact and urgency.
Take ownership of customer issues and drive timely resolution of incidents and technical problems.
Communicate issue status and resolution progress to customers, Customer Support Specialists, and the Service Desk.
Maintain accurate ticket updates using the designated call-tracking system.
Handle complex technical issues and serve as a technical resource for other support technicians.
Proactively maintain positive customer relationships and ensure customer satisfaction.

Install, configure, and image new computers with the appropriate operating systems and software.
Deploy new business applications as required.
Install, configure, and troubleshoot local and network printers, peripherals, and computer components.
Perform user data migration and profile transfers when replacing or upgrading computers.
Troubleshoot hardware, software, and peripheral-related issues.
Maintain knowledge of current technologies and emerging technical trends.

Troubleshoot networking protocols, connectivity issues, and communications-related problems.
Collaborate with network infrastructure teams to diagnose customer-level network issues and provide detailed technical information for resolution.
Work with Data Center Operations to support user file server storage, network reservations, and data restoration.
Assist with account creation and modification across Active Directory (AD), email, NCID, Citrix, and other enterprise systems.
Coordinate with relevant infrastructure teams to resolve complex technical issues.

Work with application development teams to investigate and resolve application issues reported by customers.
Provide detailed technical information to help development teams identify and diagnose application defects.
Support application deployments and troubleshoot software-related problems.
Identify recurring technical issues and recommend solutions to prevent future incidents.

Lead technical projects that require coordinating and directing the work of other team members.
Assess individual skills and strengths to support effective team collaboration and project delivery.
Provide project status updates to management.
Mentor other technicians and share technical knowledge to improve team performance.
Identify opportunities to improve IT operations and organizational effectiveness.

Develop and maintain documentation covering assigned technical responsibilities, processes, and procedures.
Ensure documentation supports consistent daily operations and team knowledge sharing.
Maintain documentation in accordance with internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).
Review and update all relevant documentation annually.
Identify opportunities to improve operational processes and technical support procedures.

Follow DOT and ITS security policies and standards.
Implement security requirements established by the IT Security Office.
Protect organizational data against unauthorized access, alteration, destruction, or improper use.
Ensure supported systems and technologies comply with applicable IT security policies and procedures.

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