ROLE PURPOSE:
Responsible for providing more complex desktop support to internal and off site desktop systems. Diagnoses, resolves and follows up on reasonably complex IT problems. Experienced with automation tools such as SCCM. Performs the installation, repair and preventative maintenance of personal computer and related systems. Serves as liaison within organization for information systems problem management. Provides guidance/training to less experienced IT support personnel. May be assigned to a particular department.
ESSENTIAL FUNCTIONS:
* Provides professional and accurate support to employees both in the office and during business travel. Must effectively support these employees as their locations cross over environments.
* Mentors and provides on-the-job training and support to lower level staff (both permanent and contract employees).
* Installs and supports a variety of PC operating systems (Windows XP/7) as well as commercial, and proprietary application software packages.
* Through the use of SCCM, creates and maintains images for Workstations, Laptop as well as vets out images for new hardware and operating systems.
* Through the use of SCCM, creates patches for pushing out to Windows and installed software on workstations/laptops.
* Installs, maintains, and supports microcomputers (PC's), laptops, printers, fax machines, scanners, and other PC peripherals as well as remote access devices.
* Utilizes third tier support resources to research and resolve open calls when necessary, including other IT technical experts as well as outside vendors or service providers.
* Assists in troubleshooting problems within the network, mainframe, and telecommunications environments, especially as they relate to problems at the PC desktop.
* Provides follow up and progress updates to the user, based on their needs and expectations, for issues that can't be resolved immediately.
* Inputs every call ticket in the Call Tracking Database with specific details of steps taken to resolve the request.
* Identifies issues from telephone calls, on-site customer visits, or trouble tickets submitted by the customer and provides written updates for problem resolution to knowledge bases, troubleshooting manual(s) or supported on-line documentation products.
* Identifies areas of efficiency deserving attention in the technical support environment, and consults with management as to how to build upon or repair situations.
* Depending upon function, may require some or all of the following:
* Advanced knowledge of electronic software distribution tools such as Microsoft System Center.
* Performs application technical support for client-server mission critical Business Systems.
* Ability to Maintain a technical relationships with vendors, partners and outside service providers. Execute escalation/follow-up procedures to vendors for troubleshooting and production system problem solving efforts.
OTHER FUNCTIONS: Assumes additional duties as assigned
SUPERVISORY RESPONSIBILITIES: None
QUALIFICATIONS
KNOWLEDGE, SKILLS & ABILITIES:
* Excellent oral and written communication skills.
* Strong organizational skills, time management, and troubleshooting/problem solving skills...
* Ability to work in a team oriented environment.
* Strong knowledge of Microsoft System Center SCCM for both imaging and patching of workstations/Laptops.
* Strong working knowledge of various Windows OS environments (XP/7), and the Microsoft office application suite.
* Working knowledge of supported microcomputer hardware platform. Ability to configure and set up microcomputers and diagnose problems with hardware components, memory management, interrupt conflicts, IRQ and DMA conflicts.
* Working knowledge of supported printers, fax machines, scanners, and other hardware peripherals. Ability to install, configure, perform preventative maintenance, and troubleshoot hardware problems. Working knowledge of software driver installation and network printer installation and support.
* Working knowledge of Ethernet network topology, including wireless.
* Ability to install VPN software and troubleshoot remote communication problems.
* Ability to access, download, and retrieve technical information from on-line services.
* Working knowledge and ability to troubleshoot mobile devices.
* Working knowledge of Mobile Device Management solutions.
* Working knowledge of Active Directory and AD tools (such as Active Directory Users and Computers)
MINIMUM EXPERIENCE:
* Four years' experience in a technical support/troubleshooting environment.
* One year experience supporting mobile users in a corporate, multi-site or home office environment required.
MINIMUM EDUCATION, TRAINING AND CERTIFICATIONS:
* High School Diploma or GED required.
* Bachelor's Degree Preferred.
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:
* PC usage up to 100% of the time.
* Basic office equipment such as telephone, fax machine, copier, etc.
* Cellular phone will be required.
* Mostly mobile work, some lifting, bending, and carrying equipment up to 50 pounds may be required.
* Share in rotational on-call duties.
* Maybe required to work more than 40 hours per week on short notice. This may include weekend/evening/holiday hours.
Michelle Rocke
Senior Recruiter
michelle.rocke@janus.com
