Deskside Support Technician

Overview

Duration:
Contract Role

Job Description:

Coordinate desktop changes to avoid deployment collisions. Prepare requests for rollout. Create rollout plans for change requests. Coordinate implementation process. Keep track of requests to ensure they are implemented as planned. Participate in incident handling concerning desktop changes. Participate in projects concerning bigger desktop changes, for example rollout of new antivirus. Microsoft environment knowledge (desktop & server). Have some level of technical understanding of the products building up a desktop service.

Experience from the desktop environment. Understanding and experience of change management process.

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Windows Operating systems
• Clients:
  Windows 7, Windows Vista, Windows XP, Windows 2000
• Servers:
  Windows 2000, Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows native tools
• MS Office Suite (XP, 2003, 2007):
  Word, Excel, PowerPoint, Outlook, Project, Visio
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and Blackberry support
• Other desktop applications like Adobe Acrobat, Win Zip, etc.
• Ability to troubleshoot PCs, printers, and cellphones with MAC & Windows

• Excellent communication and conversation skills (verbal and written)
• Good working knowledge of MS Office (including MS Project and Visio)
• Strong customer handling skills
• Able to handle unforeseen situations
• High level of adaptability and acceptance
• Ability to drive value and methodology

• Ability to provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started
• Ability to integrate as a cross-functional, team player in a fast-paced environment where information is shared
• Ability to learn new information quickly and willingness to do so at all times
• Ability to work flexible hours to cover for other Service desk staff and be on call via pager during the week

• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

• Total: 3-4 years of university education post high school (B.Sc. or Diploma)
• Relevant: 2-3+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware

• Preferred MCP/MSCE/MSCA
• Preferred Apple Certification
• ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management preferred

• Total: 3-4 years of university education post high school (B.Sc. or Diploma)