Complete Description:
Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Flexible working hours, may require weekends & after normal business hours. Adhering and working within established policy and procedures. Meeting and exceeding established programs SLA's.
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Provide direct endpoint (PC, Tablet and Laptop) support
Required
5
Years
3 - Expert
Expertise in supporting Microsoft based HW/SW ( Windows 7 and Windows 8 desktops, tablets and notebooks)
Required
5
Years
3 - Expert
Experience and working knowledge of Microsoft Office 2008/2010
Required
12
Months
2 - Proficient
Configure and troubleshoot wireless and wired connectivity
Required
2
Years
2 - Proficient
Direct hands on experience in deploying and supporting PC’s utilizing the Windows 7, and Windows 8 operating systems using
Desired
2
Years
2 - Proficient
Experience and use of remote control tool sets (LANDesk and Bomgar) or equivalent.
Required
2
Years
2 - Proficient
Knowledge of Active Directory and exchange concepts and administration
Required
2
Years
2 - Proficient
Experience and knowledge of ghosting software & support of specialized apps
Highly desired
3
Years
2 - Proficient
Experience with Call Tracking Systems (preferably Remedy ITSM)
Required
2
Years
2 - Proficient
Troubleshoot, diagnose, resolve hardware and software issues and document technical service requests
Required
5
Years
3 - Expert
Experience supporting Vista, Windows 7 and Windows 8 desktops, tablets and notebooks in a networked environment
Required
2
Years
2 - Proficient
Solid knowledge of TCP/IP networking & related network services (i.e., DNS, VPN, DHCP, etc.)
Required
3
Years
3 - Expert
Work within a PSAP and technical field in the last 6 months
Required
6
Months
1 - Basic
Please acknowledge: Unless otherwise specified, contractor staff shall work onsite at the designated District site during normal business hours. May require weekends & after normal business hours
Contractor may be required to carry and use a District provided GPS enabled PDA during the performance of duties, as part of the programs remote dispatching support model, but should be prepared to provide their own PDA. Pls acknowledge.
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