Sr. Desktop Technician

Businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, life and health insurance sectors.

The Desktop Technician job family is responsible for diagnosing and resolving all desktop support issues. This position is also responsible for the implementation of installations and upgrades for software and hardware. This position also provides technical instruction to others.

• 5+ years of increasingly responsible professional experience
• Expert knowledge of supported client operating systems configuration and installation in a Novell environment, NT and Windows 2000, Windows XP, Windows 7
• In depth knowledge of virtual environments and technology
• Knowledge of Citrix desktop front end and server backend administration
• Functional understanding of VDI, Server, Telephony and Network support
• In depth knowledge of supported application configuration and installations
• In depth knowledge of supported client/server hardware configurations and installations
• Knowledge of diagnostic tools for problem detection and resolution
• Knowledge of LAN design and inter-relatedness of distributed systems functions
• Experience with Disk Imaging and automated software distribution tools and qualities
• Good oral and written communication skills

• Incident and Request Management:
  Identify, diagnose and resolve desktop issues of high risk and complexity
• Lead and coordinate resolution across Technology Services departmental groups where multiple end-user associates have been impacted
• Coordinate desktop component and phone moves affecting multiple users
• Plan and prepare hardware/software installations and upgrades
• Recognize opportunities for system or procedure improvements and make recommendations
• Provide technical advice and training to others (peers and customers)
• Handles activities of moderate risk and complexity or pieces of high risk activities
• Act as a resource or assist others on difficult technical problems
• Manage multiple issues concurrently
• Collaboration with 3rd party / client providers of software, hardware or service
• Tiered support responsibilities, including:
  Office security / badge admin, Tape backup admin, IPS admin, Telephony admin, Patch management, On site support for Tier 3
• Project/Initiative responsibilities:
  Coordinates efforts of small teams (Including UAT), Disaster recovery process definition, Represent department in meetings, taking notes and accounting for action items, Account for, and escalation for technical issues or constraints