What are the responsibilities and job description for the IT Help Desk Clerk position at ejAmerica?
The ISM / IMAC Technician is the primary contact for End-Client corporate services, including move management and facilities support, and serves as the escalation point for IMAC activities. Responsibilities include inventory management and handling the lifecycle of desktops, laptops, and related equipment—from receiving, configuring, installing, moving, repairing, and decommissioning Key Responsibilities : Image / re-image computers, configure IP phones, and mobile devices.On-call rotation for after-hours and weekend support.Install, Move, Add, Change (IMAC) for all end-user IT devices (laptops, desktops, peripherals).Hardware inventory management and order processing.Monitor ticket queue and resolve requests efficiently.Maintain IT rooms and support hardware decommissioning.Assist with business moves, relocations, and planning.Manage escalations and client expectations.Setup and install temporary training rooms and event tech.Comms room patching and work-from-home hardware support.Adhere to policies on overtime, expenses, and cost control.Meet SLA / OLA targets and ensure timely task completion.Provide excellent customer service and cross-team collaboration.Support continuous service improvements and implement solutions.Perform troubleshooting, upgrades, and equipment deployments.Manage IT assets for new hires and offboarding.Evaluate user needs and recommend tech solutions.Install, configure, and troubleshoot desktops, laptops, and peripherals.Work beyond business hours, including weekends, as needed.Image / re-image computers, configure IP phones, and mobile devices.
