Great opportunity to work for an award winning organization with over 2 dozen offices in the US and around the globe!! This is a unique opportunity to work in a team environment where your ideas will really make an impact!!
This organization has been named 1 of the Top 25 Places to Work in the US as well as awards for Best Place to Work in Texas and Best Place to Work in Dallas. Additionally they have received numerous industry awards for the quality of their work as well as their Corporate Leadership.
You will be reporting to the Director of Support Services Team Lead for the Level II support team for Helpdesk calls for an organization consisting of over 1000 employees of which 500 are local. Check for areas of process improvement based on tickets, while finding areas to improve and streamline processes. This is an opportunity to bring a "Can-Do" results oriented attitude to a team that includes the desire and ability to learn and in turn advance within your career.
Manage the knowledge base and help desk intranet site, ensuring knowledge, process and training documents are kept up to date and the various teams are kept up to date on these changes
Document the processes and ensure that the various internal and external support groups are trained and follow the new process
Provide users with support on hardware and software, advanced troubleshooting of computer problems
Manage the installation and updating of desktop software such as AutoCAD, Revit, Adobe products, other software programs as needed
Utilize ticketing software to assist users and track tickets
Remove spyware, viruses when necessary
Use basic understanding of TCP/IP, VPN, remote user access to troubleshoot user connectivity issues
Troubleshoot and provide user support for hardware such as setting up projectors in meetings, video conferencing and printer maintenance/support
Respond to telephone calls, email and personnel requests for technical support
Document, track and monitor the problem to ensure a timely resolution
Image and build machines using standard tools (SCCM/Ghost)
Explain requirements and technical scenarios to non-technical people
Prioritize and multi-task when answering emails, taking phone calls, or walk-ups and respond accordingly to all user requests in a timely manner
Participate in coordinating and planning special projects
Researches new products for required solutions
5+ years of related experience and/or training or equivalent combination of education and experience with a Bachelor degree in IT being highly preferred.
Active Directory and Group Policy Management
Desktop/Laptop deployment and Application Packaging for enterprise deployment (SCCM/Kaseya)
Advanced knowledge of Windows 7, Microsoft Office 2010 products
Must have proficient technical skills in Windows 7, Dell laptops and desktops, HP laptops and desktops, Cisco VPN Client, and Remote Desktop, experience with Windows Server 2008 is a plus.
Patch management (Kaseya experience preferred)
Excellent problem solving and troubleshooting skills
Windows Server 2003/2008 permissions/shares
Team leadership experience is highly desired