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.
Behavior Characteristics:
Interpersonal skills, effective team-player, strong communication and customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical skills and detail-oriented
Skills:
Provide direct desktop support
Required 8 Years 3 - Expert
Expertise in supporting Microsoft based HW/SW (Windows XP, Windows 7, Windows 8)
Required 8 Years 3 - Expert
Experience and working knowledge of MAC OS 10.X & Office 2008
Required 12 Months 2 - Proficient
Configure and troubleshoot wireless connectivity
Required 2 Years 2 - Proficient
Experience with LAN/WAN connectivity issues (toning/tracing ports)
Desired 2 Years 2 - Proficient
Experience and use of remote control tool sets (LANDesk and DameWare)
Required 2 Years 2 - Proficient
Experience and working knowledge of Active Directory & Active Server Role
Highly desired 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 and document technical service requests
Required 5 Years 3 - Expert
Microsoft or Apple Certification
Nice to have