The Desktop Support Team is the primary point of contact for the Company service desk to escalate trouble tickets originating from Company employees reporting problems with, submitting requests for, or seeking general information regarding any Company IT related issue including but not limited to: desktop software/hardware, server software/hardware, telephone units and service, exchange, various accounts including NT, Unix and Oracle, remote access, printers, network devices, and Customer Billing applications.
The Desktop Support Team is responsible for ensuring that all tickets that are escalated from the Service Desk are answered, recorded, resolved and followed-up upon within the performance parameters established by Company management.
The Desktop Support Team uses a variety of both industry standard and Company specific business software applications/utilities to respond to and resolve employee problems.
Company is seeking a customer focused, high-energy individual to support our corporate computer and phone systems.
This person will work closely with other IT personnel, remote market teams and end-users to provide a superior end-user experience.
The successful candidate must have a thorough knowledge of the Windows Operating Systems and its tools and must be passionate about customer service.
The candidate must have the ability to provide support in a fast-paced environment with little supervision.
(35%) Manage and resolve all escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence.
(25%) Remote Control and hands on support for Windows 2000/XP systems, Microsoft Office suite, Outlook/Exchange, PDAs, print/scan/fax, IP phones, Oracle applications, internal web applications
(15%) Resolve an agreed upon percentage of escalated tickets for incoming problems and requests using the tools provided within set expectations for ticket metrics.
(15%) Administration tasks, including projects, server builds, server room builds (racking / un-racking of server and networking equipment) moves/adds/changes of nodes to Windows AD and other internal applications
(10%) Log all calls and emails in the ticketing system according to pre-defined processes
2+ years Information Technology Support as a Systems Administrator, Desktop Support
Engineer, Help Desk Technician or related title supporting Windows workstations/servers in corporate environments
Detailed Windows XP and Windows 7 OS knowledge
Detailed general networking knowledge
Experience with multiple versions (2003, 2007, 2010) of the Microsoft Office Suite to include: Word, Powerpoint, Excel, Access.
Knowledge of the inner workings of a workstation's hardware
Experience supporting Exchange clients, Blackberry and other PDA's
Strong customer orientation
Experience with remote tools for virtualized support
Experience with a ticketing system and the lifecycle of an incident
Experience with Oracle applications system administration
Experience with Linux and other open source software
Experience with PBX or VoIP systems
MCSE, A+ and/or N+ certifications preferred
Network/cabling, Ghost/Images, and command line experience also strongly preferred