Core Functional Responsibilities:

• Good understanding/experience with VMWare Horizon would be a plus.
• Act as first level of response to all user requests
• Record issues, inquiries, service requests and resolutions in QMa incident management system.
• Resolve or escalate incidents/requests to appropriate technical teams, partners or vendors; tracking status and follow-up to ensure user satisfaction.
• Install, upgrade and remove desktop applications
• Install, upgrade, repair and replace user workstations and printers Including toner replacements
• Maintain Inventory control of all hardware and peripherals
• Ensure all workstations and printers are in working order and operating efficiently
• New user workplace setups (workstation, monitors, laptops, phones and mobile phones)
• iPhone/mobile device deployments, troubleshooting and training
• Assist users with remote access solution
• Provide support for Lotus Notes clients
• Follow security, permissioning and assets log procedures 
• Assist moving users throughout the company.  This includes physically moving required hardware and maintaining all network/communications links
• Responsible for setup and breakdown of conference rooms and audiovisual rooms
• Coordinate and test audio/video conferences and presentations with external parties, internal users to ensure   technical requirements are met
•  Create and manage authorized user accounts in Active Directory and other business applications
• Maintain thorough documentation and procedures for the QM service Desk
• Cover back-up tape management for QMa
• Escalate or consult with senior staff regarding all issues, outages, etc when solution is unclear
• Report problems with procedures and make suggestions for improvements
• Flexibility to work on weekends and beyond normal business hours when required by the company
• Participate in the on call rotation ( one week per month)
• Perform related duties as assigned or requested including projects and migrations

Experience & Qualifications

• Can work as part of a small, tight-knit team
• Excellent technical skills with ability to learn new systems quickly
• Ability to develop effective internal/external working relationships
• Can maintain positive and helpful attitude when dealing with users
• Be available to travel to alternate business sites in New York, New Jersey, and Pennsylvania
• Excellent verbal and written communication skills and the ability to be prompt and courteous
• As business needs necessitate the individual may be required to work after regular work hours