Technical Support

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
• Excellent organization & time management skills
• Candidate must be self-motivated, driven to learn with a focus on continuous improvement
• Ability to lift boxes containing computer equipment

Other than standard guidelines, procedures and assignments, little daily direction may be provided. The candidate must be able to manage his/her time and assignments diligently to meet targets following established processes with quick escalation of issues to management with attention to detail and high quality results. The candidate will interact with a large number of Information Systems division team members and will support a wide scope of end users including executive management, engineers and administrative staff.

A professional appearance and demeanor and ability to work independently as well as within a team is expected at all times.

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)