Network and Desktop Support

General Responsibilities

Provide second level support of user workstations, including installing and troubleshooting software and hardware problems. Handles problems that the Service Desk support team is unable to resolve. Provide first level support of office network systems such as WAN optimization appliances, server, switches and unified communications solution. Recommends system modifications to reduce user problems. Works on approved projects for the Infrastructure group.

• Research and resolve 2nd Level Support work orders for software, server hardware, end user computing and desktop based LAN systems with little or no supervision.
• Configures and loads software for end user’s desktop and laptops.
• Participates in the testing and evaluation of new desktop packages. Installs and rolls out new software packages, upgrades and desktop hardware with little supervision.
• Maintains customer’s desktop software and hardware and supports a mobile workforce.
• Open and/or close work orders utilizing Service Desk software on each call received.
• Ensures adherence to desktop security procedures.
• Assists with major projects such as acquisitions and new technology implementation
• Assists end users with personal mobile devices (tablets, laptops, cell phones)
• With guidance configures office network equipment and enterprise systems
• Maintain an accurate record of hours spent on Work Orders and projects.
• Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
• Be responsible for maintaining quality standards on all projects.

• High school diploma or equivalent.
• 1-3 years’ experience as a Desktop and Network Analyst or Administrator experience with Windows Server environments, Windows Professional workstation environments, Active Directory environments and LAN/WAN networking environments. Service Now experience a plus.
• Associate’s or Bachelor’s degree in Information Systems or related field preferred.
• Experience with Microsoft Office Suite of products, e.g., Word, Excel, PowerPoint etc.)
• Windows Server operating systems
• Experience in LAN/ WAN networking environments
• Windows workstation operating systems.
• A valid driver’s license with acceptable violation history may be required.

• MCP certification
• MCSA certification
• MCSE certification
• N+ certification
• CCIE
• A+ certification or any combination