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- Provides advanced systems management expertise for centralized administration of all workstations and laptops within the ERCOT Corporate environment
- Manages and maintains the configuration of the systems management console
- Supports the day-to-day operations of the desktop environment and may be asked to provide assistance to end users during high volume days
- Maintains expert-level knowledge of Microsoft System Center Configuration Manager (SCCM) or similar systems management software
- Proficient in supporting O365 suite applications which include Outlook, Word, Excel, Teams, SharePoint, etc
- Provides technical support for configuration and administration of Windows Server software and hardware
- Conducts hardware imaging and software packaging/deployment and workstation patching
- Works as final escalation point for desktop hardware, software, and operating system problem isolation
- Assists with special projects, research and improvement initiatives
- Provides support for a 24 x 7 operation
- Provides desk side technical assistance for computer hardware and software.
- Delivers service for the proper operations and support of desktop applications, equipment, and technical functions in areas of responsibility.
- Provide assistance including the completion of necessary trouble tickets, report submissions and resolving technology issues.
- Performs installations, repairs, software updates and service as needed related to the troubleshooting of ERCOT Deskside equipment.
- Assists with the evaluation hardware and software.
- Participates in projects and increases knowledge of current technologies.
- Documents all equipment installations; provide technical documentation and training to end-users.
- Works in conjunction with the Windows engineering, Network and security groups on issues pertaining to the desktop environment.
- Delivers a high level of customer service, pays attention to detail, works under pressure and prioritize technical versus non-technical issues.
- Achieves stated Service Level Agreements and deliverance goals as assigned from the DSST supervisor.
- Communicates basic technical concepts both in a written and oral manner.
- Familiarity of computer networks to solve basic issues
- Strong writing skills to clearly respond to tickets and emails