BASIC SUMMARY:
Assist team members corporate-wide with technical support of desktop computers, applications and related technology; support includes specification, installation and testing of computer systems and peripherals within established standards and guidelines. Assist in the maintenance and testing of network servers and associated equipment.
DUTIES AND RESPONSIBILITIES:
Receive and respond to incoming calls, e-mails, and /or work related tickets regarding desktop and laptop problems. Provide installation, configuration, and ongoing usability of desktop computers, laptops, printers, Blackberry’s, peripheral equipment and software within established standards and guidelines. Setup, troubleshoot, and map clients to network and local printers.
Analyze and troubleshoot issues to determine if other level 2 teams such as Network, Server or Security need to be engaged in solution. Coordinate support by creating appropriate tickets and assign to appropriate team(s).
Create Termination tickets on a daily basis in order to meet SOX standards and procedures.
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, e-mail servers, computer conferencing systems, application servers, and administrative systems. Maintain corporate Images on a quarterly basis. Ensure images are deployed, and tested to fit all hardware models of desktops and laptops.
Support remote clients by using proper software to remote into a team member’s computer for diagnostics or repairs.
Provide support to team members from various time zones and work sites, as necessary.
Work with vendor support contacts to resolve technical problems with desktop computing equipment and software. Communicate with home and remote users ISP companies to determine internet connectivity and VPN connectivity. Troubleshoot, document, and establish connectivity with our VPN tunnel for each laptop home user. Assist these users with wireless connections and wired connections by supporting wireless routers and broadband modems from various ISP companies.
Assess and implement performance upgrades including the installation of CPUs, I/O, NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, and CD-ROMs. Assess functional needs to determine specifications for purchases and follow-up with procurement staff to purchase hardware, computer supplies and software.
Work with numerous computer platforms in a multi-layered client server environment. Support Apple (MAC) and MS Windows OS, hardware and software applications.
Analyze and resolve any issues of computers not receiving the monthly critical patches defined in the list of computers provided by the Security Team in order to make sure all computers are within compliance meeting SOX standards and procedures.
QUALIFICATIONS:
EDUCATION:
Associate’s Degree in MIS or related field of study is preferred; or any equivalent combination of education and/or relevant work experience. Comptia A+, Network+, MCP Certification, MCSE Certification preferred.
EXPERIENCE:
2 – 5 years experience troubleshooting hardware or providing desktop support.
KNOWLEDGE & SKILLS:
Technical knowledge of desktop, laptop hardware and software including Windows 2000, Windows XP, Vista, Linux, MAC OS X, and Microsoft Office Applications.
Technical knowledge of PC internal components.
Solid knowledge of LAN/WAN configurations to include experience with Cisco routers & switches, internet firewalls and wireless technology.
Extensive knowledge of various network and local models and brands of printers / scanners is needed to support all users.
Knowledge of network routers and switches needed to work in the wiring closets and to be able to activate ports and run cables.
Extensive knowledge in troubleshooting hardware errors will be needed to identify options for potential solutions and assess them for both technical feasibility and business suitability.
Ability to read, write and understand technical manuals, procedural documentation and original equipment manufacturer guides, within reasonable accommodation.
Ability to conduct research into PC issues and products as required.
Written and oral communication skills to work with users at all levels in the organization. Strong customer-service orientation.
Basic Windows scripting skills and advanced Microsoft Office Suite set-up.
Ability to work well in a team based environment and work well independently.
Good organizational skills to prioritize multiple tasks and demonstrated problem-solving skills. Ability to provide support after hours for emergency situations, on-call work rotation with team when necessary.
Position entails frequent bending, climbing, crouching and stooping.
