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Short Description:
THIS IS FOR 3 Positions.
Will performs all roles of a Desktop Support staff. Will be first contact for Support tickets and will assist Desktop Support 3 staff with hardware issues and imaging staff desktop equipment.
Complete Description:
This role is focused on actual desktop support and not help desk phone support. The ideal candidate must have hands on troubleshooting experience to cover anything on the desktop.
The team will be primarily focused on three tasks:
Desktop deployment
Remote Support
Desk side Support & Troubleshooting
The resources will be assigned to a team to rotate every month or two to another team.
Candidate must be able to:
-Handle difficult situations with clients and turn them into a win for the desktop support team
-work trouble tickets from system
-be a mentor to less experienced Desktop Staff, and be able to work tickets that they pass on
-solve issues desk side and through remote desktop
-answer how to questions and resolve issues related to applications, printers, connectivity
-setup and install new PC’s,
-maintain a positive outlook, be professional, and provide excellent customer service
Greater detail outlined in the skills matrix.
Some work may be required outside of M-F (7 to 5), not to exceed a 40 hour work week
More than 4 years of relevant experience and preferred education of 2 year degree or equivalent technical study
Skills:
Skill
Required / Desired
Amount
of Experience
General desktop support either client side or remote
Required
3
Years
Desktop - Windows 7 Installation, Support, Patching and Troubleshooting
Required
3
Years
Desktop - Windows XP to Windows 7 Migration
Required
3
Years
Windows networking TCP/IP Configuration and troubleshooting
Required
3
Years
Ability to modify system registry (regedit)
Required
3
Years
Troubleshoot network printers
Required
3
Years
Support and Troubleshooting of Office 2007/2010, IE8, IE9
Required
3
Years
Rebuilding Outlook Profiles
Required
3
Years
Thorough understanding of Active Directory - client side
Required
3
Years
Demonstrated experience providing support with remote tools
Required
3
Years
Install and troubleshoot 3rd party applications on the desktop
Required
3
Years
Experience with Hard Drive Encryption
Highly desired
A+ Certification
Nice to have