Level 2 Technical Support

Provide second-level end user support for computer systems (software, hardware) and equipment (printer, plotter, and telecommunication devices). Trouble shoot problems and equipment repair and replacement. Provide support for on-site conference meetings (video conference, web meeting)

General Description:

Experienced Technician responsible for client-side PC Support including the troubleshooting & break/fix of PC hardware, software, network connectivity, account management, printing/plotting, coordination & support of video conferences and special events/meetings. Also responsible for on-going operational support of Windows 7 as well as special assignments/projects as business dictates.

• In-depth knowledge of Windows 7/Windows XP support & technical troubleshooting skills
• Working knowledge/experience of PC imaging and remote control support tools
• Knowledge of all Microsoft Office 2010 applications and other standard office environment software including Lync, Adobe Acrobat, IE8/IE9, etc.
• Audio/Visual experience, as well as, Polycom video conference support and use of audio and web-sharing technology
• Working knowledge of Active Directory, TCP/IP, DNS, DHCP, SCCM
• Ability to perform basic Move/Add/Change work for Cisco VoIP telephones
• Excellent written and verbal business communication skills with ability to concisely communicate issues to management, users and peers with diverse backgrounds and cultures
• Large team experience with proven ability to follow direction and contribute ideas to achieve team goals and improve processes
• Ability to follow & enforce established processes and security guidelines and effectively communicate them to users
• Ensure exceptional customer service & support with prompt problem resolution, ticket management and follow-up with users
• Candidate must be reliable, on-time and able to complete tasks by target dates
• Maintain a professional work ethic & demeanor
• Experience using Remedy or equivalent incident/request/change/problem management system
• Candidate must be self-motivated, driven to learn with a focus on continuous improvement
• Ability to lift boxes containing computer equipment

Provide second-level end user support for computer systems (software, hardware) and equipment (printer, plotter, and telecommunication devices). Trouble shoot problems and equipment repair and replacement. Provide support for on-site conference meetings (video conference, web meeting)