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Job Information
Job title

Desktop Support Specialist

Company Excell Data
Wage between $0.00 - $0.00 Hourly
Location United States, California, San Francisco
Employment type 6-9 Month Contract
Education Technical College
Year Experience 2 - 3 Years of Practical Experience
Travel Not Specified
Published on 9/25/2009
Description
Our client is an innovative computing company seeking a specialist to diagnose, troubleshoot and resolve employee requests for level-2 and level-3 desktop support.

Job Scope
  • Provides support services to local and remote employees with technical problems and information technology issues involving desktop\laptop software, hardware or network services
  • Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, video conference units and mobile devices
  • Responds promptly to escalations for technical support via phone, email and personnel as needed
  • Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
  • Documents case status and provides updates to management and end-users in line with corporate case management guidelines
  • Provides input and helps to maintain standard operating procedures, best practices and customer service guidelines relating to desktop support
  • Participates in Information Technology projects and completes some project deliverables
  • May be required to provide technical support in emergency or maintenance situations, which may involve working outside of normal business operating hours

Responsibilities:
  • Support for Audio/Visual solutions
  • Windows and remote VPN support
  • WAN/LAN troubleshooting
  • Troubleshooting TCP/IP connectivity issues across a variety of technologies (LAN/Dial-up/Broadband/Wireless)
  • Support Security Standards (anti-virus/anti-spam/firewall/patching)
  • Initiate and track service requests with 3rd party vendors
  • Work with Helpdesk, Provisioning, Infrastructure Operations, etc. as needed to identify and resolve issues
  • Create and maintain user account information (including access rights and group memberships)
  • Maintain passwords, data integrity, system access and security for Desktop technologies
  • Participate in on-boarding and training Desktop team members
  • Act as Subject Matter Expert in one or more Desktop Technologies (maintains documentation, provides training, point-of-contact for vendors and technical escalations)
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Experience/Skills
  • Minimum of 2-4 years experience in desktop support in a professional environment required
  • Experience with support ticket management and tracking
  • Demonstrated strong customer service focus, analytical, problem solving and teamwork abilities
  • Ability to provide support and communicate appropriately across multiple levels of the internal organization
  • Ability to prioritize projects and operations tasks effectively to complete deliverables on time
  • Initiative to work, develop solutions and make technical recommendations independently
  • Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the Desktop Lead and the Desktop Manager
  • Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately
  • Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding
  • Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
  • Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences
  • Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
  • Approaches change objectively; treats change and new situations as opportunities for learning or growth

DESIRED Skills/Experience:
  • BS in IT, CS or related discipline
  • MCSE, Cisco, Linux, Mac or other standard IT support certifications
  • Proven track record in customer service
  • Knowledge of Active Directory architecture
  • Knowledge of Basic Exchange & mailbox management concepts
  • Knowledge of Cisco software and hardware a plus
  • Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
  • Basic DNS and DCHP knowledge and troubleshooting
 
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