NFF, DC Water
ITSC Helpdesk Tech and CS Support II
January 2016 — Present
Serve as one of the primary P.O.C. and face of Customer Support for the IT Solution Center Team.
Provide instructional training to end users for MS Outlook 2013 and Excel Basics class. Provide and Support 3 offsite remote locations. Oversee the Windows 10 migration/upgrade project via SCCM Push and Clean install. Troubleshoot Software Center issues, generate a variety reports in SCCM and SharePoint. Image desktop and laptops to Windows 7 Enterprise and Windows 10 Enterprise. Install DC Water software, troubleshoot application issues, configure end user accounts in AD, Citrix profiles, add to groups, and access to network drives, folders. Resolve technical issues on both desktops and mobile devices, remote access and VPN issues. Set up boardroom and conference rooms A/V displays, panels and audio for Microsoft Hubs, Cisco IP phone system, Web Ex, Skype, and Go to Meetings. Configure DC Water employee email to iPhones and other mobile equipment. Provide direct support at offsite locations for a variety of issues stemming from computer, network issues, pc moves and other support. Reset employee account password, set up network password, re-enable computers physically and within Active Directory. Direct customers to Pipeline IT Solutions for information regarding telephone request, new user account forms, user guides, Microsoft Training links Office 365. Provide staff with setting up new equipment, closing service tickets, accessing apps. Troubleshoot error messages and pop ups within Adobe Pro and Reader, ArcGIS, Auto Cad, IE 11, Microsoft Office 2013 and 2016, Chrome, EICS, Windows 7 and 10 OS. Assist end users with Outlook config issues. Remotely set up kiosk displays in different presentations displaying public DC Water information. Install printers, scanners, label makers and other hardware divers for employees remotely. Recommend and develop tutorials, presentations and material to increase end user IT literacy, security and self-sufficiency.