JOB DESCRIPTION SUMMARY: To provide a single point of contact for end-users to receive technical support and maintenance for the organization’s technology environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software. The person will also troubleshoot problem areas (in person, by telephone, or via e-email) in a timely and accurate fashion and provide end-user assistance and training where required. Ability to resolve user and system problems, often on an emergency basis, with minimal supervision or direction from management. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: • Support business applications (e.g., point-of-sale, casino & hotel management systems) • Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment. • Receive and respond to incoming calls, pages, and/or e-mails regarding hardware and software problems. • Perform on-site analysis, diagnosis, and resolution of technology problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed. • Document instances of AV equipment failure, repair, installation, and removal. • Maintain up-to-date knowledge of AV equipment contracts and supervise contract-based installations. • Build and maintain a spare parts inventory for all critical hardware. • Develop and maintain an inventory of all hardware equipment; periodically audit inventories to mitigate risk of damage or theft. • Assess the need for and implement performance upgrades to computers, including the installation of CPUs, I/O and NIC cards, hard disks, RAM, DVD/CD-ROMs, and so on. • Assist in developing long-term strategies and capacity planning for meeting future technology needs. • Collaborate with other technologists to ensure efficient operation of the technology infrastructure. • Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring client operations. • Answer to and perform installs, moves, adds and changes (IMAC) requests. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. • If necessary, liaise with third-party support and hardware/software vendors. • Document instances of hardware failure, repair, installation, and removal. • Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. Submission Number: 31 • Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans. • Identify and learn appropriate software and hardware used and supported by the organization. • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. • Test fixes to ensure problem has been adequately resolved. • Perform post-resolution follow-ups to help requests. • Develop help sheets and frequently asked questions lists for end users. • Responsible for quick resolution of all technology related issues. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring support performance. • All other duties as assigned.