SCAI IT Support - Arizona State University
08/2022 – Present
Technical Support & Troubleshooting
- Provide comprehensive Tier 1 and Tier 2 help desk support for a diverse user base of 450+ faculty, staff, and researchers via ServiceNow ticketing, phone, and walk-ins.
- Diagnose and resolve hardware and software issues across Windows, macOS, and Linux environments, including fixing corrupt Linux desktop environments and driver conflicts.
- Serve as the primary liaison with Dell Support to manage warranty claims and hardware repairs, including battery, keyboard, display, and motherboard replacements.
- Troubleshoot peripheral connectivity, specifically resolving printer jams and mapping printers via Active Directory based on physical location and user groups.
- Provide classroom technology support, troubleshooting Audio/Video systems and conferencing software (Zoom) to ensure instructional continuity.
System Administration & Networking
- Manage user access and device configuration within Active Directory, including binding new machines to the domain and managing Group Policy adjustments.
- Support server infrastructure by troubleshooting storage capacity, performing firmware/software updates, and diagnosing network connectivity issues.
- Resolve remote access and connectivity tickets by troubleshooting VPN configurations and network interface settings.
Asset Lifecycle Management
- Onboarding: Execute end-to-end provisioning for new hires, including asset tagging, deploying standard OS images (Windows via MDT server, macOS, Linux), and configuring OneDrive/SharePoint.
- Offboarding: Retrieve hardware from departing staff, securely wipe hard drives, update inventory systems, and retire assets from Active Directory.
