Diana Bonilla

· Helpdesk telephone coverage: response to service calls in a timely fashion, and over the phone resolution when applicable.

· Assists in the installation, configuration, troubleshooting and support of microcomputer hardware and software.

· Assists end-users in developing working knowledge of systems running on LAN, including new-user orientations, and hardware orientations when necessary.

· Maintains advanced knowledge of ESD’s standardized software applications to assist in problem resolution.

· Maintains Helpdesk database, as well as other MIS databases.

· Contact with outside technical support for problem resolution.

· Backup for video teleconferencing.

Performs such other tasks and functions as required by supervisor and MIS management to service information processing needs of the end-user community

· Install, configure, troubleshooting and support of microcomputer hardware and VDI (Virtual Desktop Infrastructure).

· Troubleshoot technical problems, diagnose causes, identify solutions, and communicate status updates to managers on a regular basis.

· On-board new hires with network and hardware orientations to develop a working knowledge of systems running on the LAN.

· Maintains advanced knowledge of ESD's standardized software applications to assist in problem resolution.

· Inputs and maintains the Helpdesk database, as well as other MIS databases.

· Contact with outside technical support for problem resolution.

· Backup for video teleconferencing.

· Equipment set up for Assists new staff with equipment set-up and moves and ad hoc equipment moves.

· Responsible for running all report requests from Proteous phone system.

· Train and assist end users to set up and run WebEx, Skype, Go To meetings and conferencing.

· Assist the Help Desk Manager, with setting up iPhones for deployment.

· Ghost and configure computer and laptop settings for user community.

· Performs other tasks and functions as required by supervisor and IT management.