Short Description:
Will performs all roles of a Desktop Support staff. Will mentor junior team members, must possesses extensive networking knowledge, and has experience working with complex systems and/or custom hardware.
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.
Will performs all roles of a level 2/level 3 Desktop Support technician. Will mentor and train junior team members. Must have experience supporting complex systems and/or custom hardware/software.
members. Must have experience supporting complex systems and/or custom hardware/software.
Complete Description:
This role is focused on level 2/3 desktop support and is not level 1 help desk phone support. The ideal candidate must have hands on troubleshooting experience to cover anything on the desktop.
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 a service desk system
- be a mentor/trainer for new/junior Desktop Staff and be able to resolve tickets they cannot complete
- solve issues desk side and through remote desktop
- answer how-to questions and resolve complex issues related to applications, printers, connectivity
- image, 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 5 years of relevant experience and preferred education of 2 year degree or equivalent technical study
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
Advanced desktop support either client side or remote
Required
5
Years
Build and deploy/setup client machines
Required
5
Years
Desktop - Windows XP to Windows 7 Migration
Required
5
Years
Windows networking TCP/IP Configuration and troubleshooting
Required
5
Years
Ability to modify system registry (regedit)
Required
5
Years
Advanced support of Office 2007/2010/2013, IE8/9/10/11
Required
5
Years
Desktop – Windows 7 installation, support, patching, and troubleshooting
Required
4
Years
Troubleshoot network printers
Required
4
Years
Thorough understanding of Active Directory - client side
Required
4
Years
Demonstrated experience providing support with remote tools
Required
4
Years
Experience with Hard Drive Encryption
Required
4
Years
Install and troubleshoot 3rd party applications on the desktop
Required
4
Years
Experience training/mentoring junior technicians
Required
2
Years
A+ Certification or MCP
Nice to have
Experience with Laserfiche, ASPEN, or Robocom systems
Nice to have