Complete Description:
The Support Technician is responsible for providing Desktop and Remote Support including PC and Mac environment, VIP Support, Desktop Imaging, Network Printer Support, and Hardware Moves. Support includes hardware and software problem resolution, equipment Installation/Move/Add/Change, and data migration. Responsible for timely resolution of assigned incident and change tickets using Ticketing System within established Program Service Level Agreements (SLA).
Experienced in Win7 OS, MAC OS, Microsoft Office Suites, Active Directory, Apple Devices (IPhone, IPAD configuration), Remote Tools (Landesk/Bomgar).
Ability to lift and move PC equipment (Up to 40lbs.)
Required traveling with flexibility scheduling 24x7x365 (Nights and Weekends included).
Behavior Characteristics:
Must be self-motivated with strong verbal and written communication skills. Able to establish teambuilding skills and work independently with strong intrapersonal skills focusing on service, integrity, and excellence.
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Provide direct desktop support
Required
8
Years
3 - Expert
Expertise in supporting Microsoft based HW/SW (2000, XP, and higher)
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
MCSA or MCSE
Nice to have
All candidates interviewed are required to take & pass technical exam. Please acknowledge.