What are the responsibilities and job description for the IT support position at Apptad Inc?
Job Description
Job Description
Position : IT Support
Location : Franklin, MA (Onsite)
Job Description
ROLE AND RESPONSIBILITIES
This role is required to :
- Provide quality support with a high degree of customer service, technical expertise and timeliness.
- Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.
- Working knowledge in Service Desk environment which includes and not limited to Windows OS troubleshooting, Software / App troubleshooting, Services, Hardware etc.
- Perform periodic EUC / DWP data analysis to identify top volume drivers, root causes that can be automated / scripted.
- Ensure that tool versions are kept current per OEM and business recommendations
- Work hand in hand with respective VDU leads for data identification and SOP documentation
- Work closely with developers to get the required scripts created and implemented
- Collaborate with all EUC / DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workload
- Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement
- Closely monitor dashboards and tool usage.
- Inform respective teams about any trends observed while monitoring and get the same actioned.
- Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoption
QUALIFICATIONS AND EDUCATION REQUIREMENTS
PREFERRED SKILLS
Technical Skills required including but not limited to
