William Shreffler

IT Support Analyst Iii @Evergreen Home Loans Nmls 3182

Houston, TX, US

Monitors Service Desk requests, incidents and problems to make sure we are meeting our SLA\'s.• Escalation point for 3rd Tier Support triaging and analyzing 1st & 2nd Tier requests.• 3rd Tier Support and troubleshoot network and connectivity issues at a branch.• 3rd Tier Support and troubleshoot stand-alone peripherals (printers, scanners) and may provideoversight for company (Mitel) phone systems including land-line and mobile carriers.• Provide support on Skype for a Business platform with user setups and video configuration.• Configure and support PCs, printers and or other peripheral hardware including installing and configuring software programs.• Diagnose and solve hardware problems by providing advance knowledge. • Remotely connect to employee customers’ devices to troubleshoot and resolve issues.• Ability to multi-task and manage the day to day duties and projects.• Become a SUBJECT MATTER EXPERTISE for projects.• Keep abreast of current software and hardware technology trends and new technology.• Help with creating and maintaining documentation.• Help support and provide staffing with procedural training as needed.• Coordinate new and move employee setups with MainTech.• Point person for on-site support for remote and local branches.• This position will assist with coverage when ServiceDesk Manager is out.• May occasionally perform special projects; perform other duties as assigned.

Aberdeen Academy High School

High School