Under general direction, the 1094 Desktop and Application Support Technician performs a full range of system administration, data center operational activities for a large network of mini-computers, multiple Local Area Networks (LANs) or several computers with different and distinct platforms. In addition, the Desktop and Application Support Technician provides extensive desktop support to the user community either deskside or remotely. The Desktop and Application Support Technician effectively manages network and computer operations, provides backup support to the Service Desk, provides ongoing and remedial user training; establishes and performs data and access protection processes; and integrates hardware operating systems and program applications.
The essential functions of this position include, but are not limited to, the following:
- Analyze, troubleshoot and deliver Microsoft cloud solutions on Azure and Office 365 platforms
- Implementation of new Office 365 features and functionality (Microsoft Teams, Office 365 Groups, Planner, PowerApps, ) and migrations to a target cloud O365 tenant, whether on-prem to cloud, cloud-to-cloud or external productivity to cloud.
- Evaluate needs and deliver solutions using OneDrive, Teams, SharePoint and other O365 collaboration
- In-depth knowledge of Authorization & Authentication in Microsoft hybrid environment and experience with Azure AD including Single Sign On (SSO) and Multi Factor Authentication (MFA)
- Assist in developing and implementation of support strategies for the various Office 365 applications – Migration of resources etc.
- Effectively translate technical specifications, errors, and business logic through written and verbal communications to both technical and non-technical customers
- Addressing users tickets and request for issues regarding hardware, software and networking. Be the main point of escalation for any desktop support request.
- Assisting customer onsite/remotely through installation and configuration applications and computer peripherals. Including, deployment of system-wide software and network updates.
- Provide IT network and customer support to users within DEM or through remote-access systems.
- Assist users with step-by-step instructions to resolve the issues reported thru our Service Desk group. Document procedures and resolution of issues.
- Designing, installing, administering, maintaining and upgrading operating systems including Apple and Windows; analyzing, researching, and testing changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploying new or enhanced system tools.
- Monitoring, operating and enhancing complex computers of distinctive platforms and on-site or remote communications systems; developing, designing and implementing problem solutions using standard analysis techniques and documenting solutions.
- Interfacing with users and engineers to determine and communicate needs; consulting on feasibility, costs and benefits of additions or enhancements; recommending interfaces; assisting technical staff in gathering estimates for parts/upgrades.
- Adding and deleting users; configuring user data, security rights and access rights.
- Installing, configuring, repairing, maintaining and upgrading hardware and peripherals; installing and enhancing applications.
- Conducting application problem resolution; determining and clearly defining problems; coordinating with engineers and vendors, and the user community
- Providing technical assistance to users; assessing and coordinating user training.
- Performing Service Desk functions for more complex problems, including ticket generation, problem tracking, analysis, resolution, escalation, and coordination.
- Researching hardware and software technologies; planning for future requirements.
- Evaluating specifications; soliciting and evaluating vendor quotes; purchasing necessary hardware, software, manuals, etc.
- Preparing standard procedures documentation.
- Performing and monitoring more complex scheduled job executions on multiple, distinct computer platforms.
- Performing work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a recovery site.
