- Works on extremely complex problems in which analysis of situations or data requires an evaluation of intangible variables
- Provides second-level support to all individuals in the end user support organization
- Exercises independent judgment in developing methods, techniques, and evaluation criteria for obtaining results
- Acts independently to determine methods and procedures on new assignments, making recommendations to management when unable to resolve issues
- Shortens time reduces cost, improves the quality of technical support and issue resolution for staff and partners, and drives this improvement through the entire desktop support team
- Coordinates the testing, preparing, and deploying of new software, enhancements, and upgrades
- Coordinates implementations and helps implement new software and hardware upgrades
- Research, test, and resolve complex desktop hardware and software problems expeditiously and with minimum disruption to customers
- Tracks all issues and presents reports to his/her manager outlining issues, escalations, and projects
- Maintains desktop, printer hardware, and software documentation
- Develops written instructions and FAQs to guide customers and partners
- Independently completes desktop-related projects as assigned (e.g., office moves, printer installation, etc)
- Interacts with various internal and external contacts such as support teams, System Engineers, project teams, vendors, and end-users to complete assignments
- Researches and develops processes and procedures for Information Technology within the area of responsibility
- Secures computer equipment for project teams and operations
- Documents and measures processes that support operations and procurement of computer equipment
- Provides second-level support and training to project teams
- Works on other projects as assigned
- A minimum of a Bachelor's degree in Computer Science or equivalent
- A minimum of 4 years of relevant industry experience supporting remote
- Certifications in technology-specific areas, networking, or management preferred - (CompTia or CCNA)
- Desktop/laptop users, email, iPhone, Microsoft Office Suite, and other related desktop applications, as well as PC and laptop imaging and repair are required
- Extensive technical knowledge and issue resolution expertise with MAC OS, Windows OS (Windows 7 and Windows 10), Office (2010, 2016, and O365), iPhone devices, MS Project and Visio, WiFi adapters and networks, Verizon, and AT&T wireless broadband devices, Help Desk Systems, Windows PC Imaging and Management Systems, user management in Active Directory and Exchange 2016, VMWare, Azure AD, Intune
- Extensive experience with desktop security and specifically local machine configuration restriction is required
- Excellent analytical and problem-solving skills are required, as well as troubleshooting issues outside the defined area of expertise
- Experience with IP (LAN and WAN) networking, DNS, and DHCP is required
- Must have experience in providing problem-solving and troubleshooting support to peers
- Great interpersonal skills, with a focus on listening and questioning skills, are required
- Must possess excellent oral and written communication skills
- Must be able to demonstrate excellent customer service skills
- Must be a quick learner and team player with excellent organizational skills
- Strong attention to detail regarding documentation is a must
- Must be able to follow established team guidelines and Standard Operating Procedures
- The ability to effectively multitask is required.
- Travel is 10%-25%
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