Client and Network Specialist

Responsible for the installation, repair and maintenance of desktops, laptops, peripherals, phone sets, cabling, software, printers and MFPs and all other end user technology products. • Analyze and troubleshoot techniques in desktop and network problem management including operating systems, telephony, cable and Wi-Fi and ability to document and share findings and work with other teams on permanent resolutions to re-occurring issues • Apply problem analysis and troubleshooting procedures to resolve customer problems using or creating process and involving all necessary teams to ensure resolution. • Apply expert knowledge of interface between IT technologies. Act as a technical resource and mentor to other team members within the team and IT. Apply expert knowledge of physical and software troubleshooting tools and document. Train IT employees in procedures. • Develop, maintain, update and implement team based training and support documentation. • Act as an expert with physical and software troubleshooting tools. Ability to document and train team members. • Apply thorough understanding of asset management, desktop utilities, remote management and reporting. • Provide outstanding customer service, interpersonal, verbal and written communication and problem resolution skills. Initial point of contact for new end user technology needs and large scale implementations. • Obtain and present detailed information, ask pointed questions, listen to customers’ needs and requirements, respond to questions and resolve issues. • Provide oversight and guidance to CNS team. Answer phone calls, tickets and emails pertaining to users’ technology issues or questions. Read and interpret technical documents. • Apply working knowledge of end user hardware, software technologies and their interactions. Apply solid understanding of IT related electronic and mechanical equipment. • Operate, navigate, troubleshoot and install Windows, iOS, Android devices and any software or applications. Troubleshoot voice and data cabling. • Respond to dispatch from Technology Assistance center for customer initiated calls. Assure service delivery in fulfillment of Service Level Agreements (SLAs) for site. Provide technical support on-site, remote, phone and email. • Lead, prep and complete site and physical moves, adds and changes, including leading efforts and communicating to all Kaleida teams that need to be involved • Maintain thorough and complete documentation, update and record on a timely basis, logging all work in tracking system. Maintain asset logs and service records as needed. Monitor work queues in tracking system and allocate resources to complete by needed timeframes. • Provide initial training on use of end user technology. Provide necessary training and education on all IT department policies and procedures. • Install, test, support, troubleshoot and repair end user technology consisting of personal computing, peripherals, output, telephony devices, software OS and applications, Wi-Fi and other data connectivity including personal computing devices, tablets, printers, MFP, phones and other IT technology.
**Buffalo, NY**

BA/BS required. 10 years of experience in relevant IT work required. Relevant Certification (CompTIA, Microsoft, Project Management, Avaya, Cisco) preferred.

24092 - KH IT Infrastructure

12

75

8a-5p

Weekend and/or Holiday Scheduling Required

00 - Non Union

Lauren Finney

68404BR