• Provides onsite support for Citrix Xendesktop VDI solution and general troubleshooting
• Serves as central point of contact within the IT Department, providing assistance to users, enabling them to make effective use of software and hardware resources.
• Receives Helpdesk support requests (via helpdesk portal, telephone, email, written and in person) and logs them into the helpdesk portal, either for resolution within the Helpdesk Team or for escalation to other more specialized areas of the IT Department.
• Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution. Identifies trends and patterns and when necessary, relays information to relevant IT staff regarding any recurring problems.
• Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
• Maintains the company’s desktop/laptop/tablet hardware and software to required standards.
• Ensures that systems used by the department, such as the inventory of assets and Helpdesk system, are kept up-to-date and as accurate as possible.
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
• Performs daily, weekly, and monthly system backups as well as coordinating with the external provider for offsite backup.
• Receives requests for support and/or advice from Subject Matter expert users and other staff members, takes ownership of the requests and prioritizes them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
• Liaises with and/or refer support requests to other IT staff members as well as Subject Matter Experts outside of the IT staff.

• Supports, communicates, reinforces and defends the mission, values and culture of the organization

• Adheres to all quality and safety standards

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)