Desktop Support Level 1

Responsible for matters that affect the day-to-day information technology operations of the VNA and its affiliates. Specifically responsible for providing end-user technical support to both in-house and field staff in the operations and use of the Agency’s Management Information systems. Also assists with the maintenance of the computer network and its servers and performing software and hardware implementation and troubleshooting.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
1. Complies with policies and procedures. Technical Support:
2. Provides direct, remote control and telephone support to field and in-house laptop, PDA and PC users. Supported software includes Windows, MS Office, IE, Citrix and various clinical software as well as any other applications the Agency uses or may implement in future.
3. Installs, upgrades and troubleshoots various agency-supported software.
4. Installs, upgrades and troubleshoots PC, laptop and PDA hardware and peripherals.
5. Shares in the responsibility of taking call to provide 24/7 telephone support to field staff and weekend operations. Traveling to other VNA office locations in a requirement when necessary.
6. Performs field training for end-users as needed. Mobile Devices: 6. Manages and is responsible for all non-assigned mobile devices. Mobile devices to include laptops, PDA’s and their accessories.
7. Facilitates the configuration and initial setup of mobile devices and assigning and re-assigning of same to field staff.
8. Performs routine preventive and corrective services on mobile devices including, but not limited to, rebuilds, disk cleanup, scandisk and de-fragmentation.
9. Ships, tracks, and receives mobile devices sent offsite for repair.
10. Maintains service histories on mobile devices. Network:
11. Assists with the management of network equipment, servers, printers and other peripherals, internet connectivity and modem pools and facilitates correction of problems and replacement of hardware as required. Equipment Management:
12. Monitors system printer supplies, including toner cartridges and ribbons, and orders replacements as required.
13. Confirms equipment security (locked cabinets, etc.) and maintains a clean, uncluttered work environment in all technology centers (computer room and server closets). Other:
14. Assists with system upgrade, expansion and maintenance projects as required.
15. Functions as backup to other technicians and the system administrator as needed. .

16. Other duties as assigned.
REQUIREMENTS
Degree in IT or related discipline and/or industry certification.