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Responsibilities:
- Direct help desk support provided during the initial telephone or email contact.Â
- Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
- Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD.Â
- Answer basic and complex questions about the Baseline applications (listed below) on ENRD ComputersÂ
- ActivID ActivClient
- Adobe Acrobat Pro 2023
- Cisco AnyConnect Secure Mobility Client: Â Critical software for offsite VPN connection. Scheduled to be replaced by Zscaler.
- Cisco WebEx Meetings
- EPA Enforcement Economic Models
- Esri ArcReader
- Google Chrome
- Google Earth Pro
- IBM BigFix Client
- Lexis for Microsoft Office
- LexisNexis CaseMap
- LexisNexis NoteMap
- LexisNexis Sanction
- LexisNexis TextMap
- LexisNexis TimeMap
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Microsoft Teams
- OpenText eDocs DM
- PSR Viewer
- Pure Edge Viewer
- Relativity Web Client
- Relativity Web Client Manager
- Rumba
- Seiko Smart Label Printer
- SmartDraw 2020
- Stenograph CaseViewNet
- Thompson Reuters Drafting Assistant
- Thompson Reuters E-Transcript Bundle Viewer
- Zscaler
- Zoom
- Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers:
- CaseSoft Apps - CaseMap, TimeMap, NoteMap, TextMap
- DataFlight Apps - Concordance, Opticon
- FileSurf
- IPRO
- LawPack
- Lexis
- LiveNote
- Microsoft Access
- Westlaw
- Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
- Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
- Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
- Maintain problem-tracking database to record user service requests.
- Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
- Manage print queues to ensure printers are working properly.
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