The Senior Desktop Support Specialist’s primary role is to provide end user support in a Windows XP Active Directory environment.  In addition, this individual will analyze and resolve computer and network hardware and software problems in a timely and accurate fashion, and provide end user training where required.

Essential Functions:

Ø       Perform analysis, diagnosis, and resolution of complex problems for end-users, and recommend and implement corrective solutions.

Ø       Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.

Ø       Field incoming help requests from end users via both telephone and e-mail in a professional manner.

Ø       Assist with equipment installations and movement.

Ø       Operate in an IT generalist capacity providing user and system support.

Ø       Troubleshoot telephone and network problems and ensure connectivity of all workstations and other network appliances.

Ø       Perform administration tasks with Windows network accounts.

Ø       Create and maintain documentation, training materials and installation instructions for both end users and internal IT use.  Train users and coworkers as needed.

Ø       Mentor and support other IT staff and provide technical guidance for the support group.

Ø       Support customer issues and requests by creating, tracking and documenting solutions in support database and by monitoring the support queue.  Contribute to the knowledge base.

Ø       Manage projects as assigned.

Ø       Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Ø       Provide weekend and after hours support as needed.

Ø       Perform other duties as assigned.

This job description is not intended to be all-inclusive.  An employee will also perform other reasonably related business duties as assigned.

Minimum Requirements

College degree or equivalent work experience. Must have 4+ years experience in the support, troubleshooting, and repair of computer hardware.  Must have 4+ years experience in the installation, troubleshooting, and repair of computer software.  Must possess solid working knowledge of networking principles (IP Addressing, subnetting, routing, firewall, etc.).  Must have the ability to effectively and quickly troubleshoot network and computer problems. Must be able to independently resolve complex problems using current job knowledge and using research and external resources.  A+, MCSE certification and telecommunications experience a plus.

Must possess strong interpersonal and oral communication skills, excellent attention to detail, and the ability to effectively prioritize and execute tasks. Must display initiative and exhibit strong leadership skills.  Must be highly self motivated and directed. Must have the ability to effectively document processes. 

All applicants will receive consideration without regard to race, color, religion, sex, national origin, disability or age over 40.