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Sr. Desktop Support Tech


  1. Occupational Summary:



Demonstrate intermediate to advance technical knowledge, primarily in the area of desktop computing and end-user customer support. This includes troubleshooting and resolving issues regarding desktop issues, basic LAN issues, application issues, server, AS/400 devices, proprietary applications, in a Windows environment.? This position will require thorough documentation and follow up skills in regards to the IT department ticketing and tracking system.? This position will also have the opportunity to create and implement installation packages used in mass deployments.? As well as, windows patch management, anti-virus updates, root cause analysis, desktop security using Active Directory and Group Policy will be expected.? The position will also assist in coordinating PC and printer service and maintenance.


A strong emphasis will be placed on customer support and working with upper and senior level management so a great deal of tact will be required when working with sensitive situations.?


This position will also need to be capable of effectively communicating verbally and in writing.? Work will with in a team demonstrating strong collaboration internally and with external department.




  1. Duties and Responsibilities (essential functions):




  1. Act as a subject matter expert in regards to personal computing, and customer support.

  2. Skilled troubleshooting skills on a variety of computer, peripheral, or related software and hardware issue.

  3. Understand and apply best practices for building, deploying and securing in a 2,000 ? 3,000 node environment.

  4. Document detailed and accurate technical notes, regarding each user issue and steps taken to resolve it.

  5. High level of knowledge with Windows OS and MS product line, Lotus Notes, PC hardware, Desktop & thin client applications.

  6. Knowledgeable in supporting a wide range of Dell desktop and laptops.

  7. Exceptional and professional communication skills, both verbal and written are vital.

  8. Strong organizational and planning skills.

  9. Excellent multi-tasking, prioritizing and time management skills during high stress situations.

  10. Act as a mentor for lessor skilled and junior technicians and technical interns.?

  11. Keep management apprised of any potential issues and or risks that are identified.?

  12. Laptop/desktop Deployments and Break/Fix (Windows Environment)

  13. Printer / Fax Deployments and Break/Fix

  14. Hardware/Software installs and upgrades

  15. Patch Management

  16. User Support and Training

  17. Maintain Dell Kace Image and application Library

  18. Perform Preventive Maintenance

  19. Windows Active Directory support

  20. VPN Account Setup and Support

  21. Desktop Security

  22. AntiVirus Management and Support

  23. Performs other duties as assigned.





  1. Qualification Requirements:




  1. Knowledge and Skills:




  1. Proficiency with Microsoft Word, and Excel.

  2. Microsoft certifications desired.

  3. Must display strong attention to detail and be able to manage stress.

  4. Work under pressure with deadlines and juggle multiple projects at the same time.

  5. Must be able to handle user complaints in a professional manner.

  6. Experience in creating deployment images and creating deployment scripts in Dell Kace.




  1. Education and Experience:




  1. Associate Degree or equivalent combination of education (3 years) required or Microsoft MCSA certification.

  2. Minimum of 5+ years of experience providing telephone technical and customer??????????????? support.

  3. 5 or more years? experience supporting computer desktops, laptops

  4. 5 or more years? working with Microsoft operating systems, XP and Windows 7 preferred.




  1. Competencies:



????? Acts in accordance with company values and related competencies.




  1. Communication Skills:



Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.




  1. Reasoning Ability:



? Ability to solve problems and think strategically.




  1. ?Physical Demands:



This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, computer and copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.?




  1. Travel:



? No Travel Required



 

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