IT professionals - Helpdesk & Desktop Services

Management Applications, Inc., a leading provider of Managed IT Services is seeking IT professionals to support a contract serving a Technology Service Desk in Charlotte, North Carolina. Applicants must be Dell certified and certified to work on HP printers.

It is expected that Service Desk staff will consist of Support Technicians, Support Technician supervisors, Desk Side Support Technicians, a Desk Side Support Technician supervisor and Service Desk Manager. Company personnel shall be Dell technician certified and certified to work on HP printers. The Company shall ensure both new and existing Company employees are provided ongoing support level training on new and emerging technologies throughout the Contract.

Through the hiring of IT professionals this Entity expects to meet the following business goals and objectives:

• Maintaining centrally managed and integrated Service Desk and Desk Side support for Departments;
• Maintaining an accurate inventory of the networked and stand-alone PCs, Networked Printers, peripherals and other network devices; and
• Reporting trends and determining issues and providing reports for root cause analysis.

The Service Desk handles issues including, but not limited to:

• Dell PC’s (Desktop and Laptop, Windows and Apple);
• Telephones (PSTN and VOIP);
• Mobile devices (iOS, Android and Windows including tablets);
• E-mail services (Client/Server and Web-based);
• Networked Printers and plotter;
• Peripherals; and
• Radios and other communication devices.

Please do not apply to this advertisement if you do not have experience in the below areas.

The Service Desk Support Technician shall be courteous, knowledgeable of the environment, and speak clear proficient English. The Service Desk Support Technician shall have the knowledge, skills and ability to immediately remote control or remote assist with the computer having the issue or instruct the User on how to best resolve the incident and/or fulfill the service request.

The Service Desk Supervisor shall work directly with the Client Support Manager and is responsible for how the Service Desk Support Technician's interact with Users. The Service Desk Supervisor shall be familiar with the call volume and type of calls being made in order to identify possible training issues with the Service Desk Support Technicians. The Service Desk Supervisor shall identify calls that could be impacting larger numbers of people and Departments and inform appropriate personnel.

This person shall record any alerts or special instructions for known Incidents.

The Service Desk Manager shall work directly with the Client Service Support Manager to update documentation and to make sure the call center is aware of changes and new processes. This person shall escalate any unresolved incidents with staff to make sure Incidents and Support Requests are handled according to defined escalation processes.

Desk Side Support Technicians shall be very familiar with operating system issues and how to troubleshoot such issues. They should be familiar with how PCs work and connect to the network and to Networked Printers both locally connected and connected using a print server. The Desk Side Support Technician shall solve issues thoroughly and quickly for User issues that were not resolved at the Service Desk Support Technician level.

The problem could be solved by using remote tools or a physical visit to the User's location.

The Desk Side Support Supervisor manages the Desk Side Support Technicians and reports to the Service Desk Manager. If the Desk Side Support Technicians are not able to resolve…