Helpdesk/Deskside Support Technician Serve as a Senior Desk Side Support Technician under limited supervision to ensure the proper day-to-day operation of technology applications and equipment, as well as, provide high level technical support and customer service to local and remote users. Requires a highly skilled person with extensive proficiency in desktop operating systems, mainstream business applications, troubleshooting tools and hardware maintenance. This person will perform ticket resolutions; installations; deployments; repairs; upgrades; backups; inventories and other maintenance tasks in accordance with established IT policies and procedures. Also, he/she will administer asset management, ticketing, image deployment and update systems to achieve required optimal performance levels.
Primary Responsibilities: • Evaluate, prioritize and execute multiple task requests from employees and management for technology assistance on hardware, desktop operating systems, business software, personal device, connectivity or telecommunication equipment • Provide high level expertise in resolving hardware, desktop operating systems, business software, personal devices, connectivity, and telecommunications issues • Accurately record, track and document help desk service requests to final resolution using established systems • Accurately record and maintain up-to-date inventory of assets using established systems • Assess nature of technical issues to determine appropriate actions via desk-side or remote assistance • Communicate information on any problems or potential delays to team members and management • Prepare progress reports and update management on status of problems on a regular basis • Develop how-to’s, documentation, training material and FAQ lists for customers • Participate in on-call rotation and perform after-hours or weekend support • Perform installation, OS deployments, configuration, and upgrade tasks regularly • Build and maintain OS deployment images regularly • Perform complex hardware and software repairs • Lead projects and assist less experienced peers on a daily basis • Administer Help Desk related software applications on a regular basis • Research, evaluate and recommend new hardware, software and technologies • Keep informed of most recent trends and technologies General Qualifications: • Expert knowledge of Microsoft Windows desktop operating systems (Windows 2000, XP, Vista, Windows 7) • Strong Microsoft Office 2003 and 2007, Visio and Project skills from usage to troubleshooting, as well as, deployment know how. • Thorough understanding of tools and methods for local and remote troubleshooting of problems • Strong Microsoft networking to include Active Directory, Security, WSUS, DNS, GPO’s, Share permissions, etc. • McAfee EPO Virus Scan usage • Very strong technical knowledge of various types of desktop hardware platforms (Lenovo, Dell, HP, Toshiba) • Thorough technical writing and strong verbal communication skills (Requirements, Proposals, Procedure manuals, technical diagrams) • Excellent customer service skills • Excellent problem-solving and analytical skills Other Skills and Abilities: • VMware ESX and ESXi management a plus • Powershell or VB scripting skills for task automation a plus • Dell/Kace KBOX Systems Management knowledge a plus • Microsoft System Center Configuration Manager knowledge a plus Education and/or Experience: • Bachelors of Science desired and 5+ years related experience • MCSE certification or other MS certification a plus • ITIL Foundation Certification a plus Language Skills: • Read, analyze, and interpret general business periodicals, professional journals and technical procedures. • Effectively present information and respond to questions from groups of managers, clients, and customers.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to work on a computer requiring close vision and keyboard/mouse activity. Accessing documentation/manuals, and using the phone and mouse require some reaching.
Computer may be a laptop which will occasionally need to be carried off site and weighs approximately 10 lbs. May use any means necessary such as standing or sitting to access and work on a computer. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.