Vacancy expired!
Job DescriptionOur esteemed client is looking to find a System Support Specialist to ensure proper computer operation so that end users can accomplish business tasks.
Duties and Responsibilities: 1. Strategy & Planning a. Document resolutions and analyze trends for ways to prevent future problems2. Acquisition & Deployment a. Building and deployment of new desktops, workstations, and notebooks as directed by use of deployment tools3. Operational Management a. Field incoming help requests from end users via both telephone, ticket system, in person and email in a courteous manner b. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue c. Build rapport and elicit problem details from help desk customers d. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced team member e. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution f. Apply diagnostic utilities to aid in troubleshooting g. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution h. Identify and learn appropriate software and hardware used and supported by the organization i. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications j. Perform scanner maintenance and troubleshoot scanner hardware and software issues until adequately resolved k. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals l. Test fixes to ensure problem has been adequately resolved m. Perform post-resolution follow-ups to help requests n. Develop help sheets and frequently asked questions lists for end users o. Assist team members with department projects p. Participate in on-call support on a rotation basisEducation (Degrees, Certificates, Licenses, Etc.) 1. Bachelor's degree in computer science or equivalent combination of education and experience required 2. Certification in CompTia A+ and Microsoft Certified Desktop Support Technicians desiredExperience: 1. Minimum of 2 years relevant experience required 2. Experience with desktop and server operating systems, including Windows XP, Windows 7, Windows 2008R2 and Mac Lion 3. Extensive application support experience with Microsoft Office, Client Side VPN connection software and Citrix connections 4. Experience working in a team-oriented, collaborative environmentSpecific Job Knowledge, Skill and Ability: 1. Knowledge of basic computer hardware including Dell, HP, Lenovo Desktops, Workstations, Notebooks and Mac 2. Working knowledge of diagnostic utilities including Network connectivity tools (ping, nslookup, etc.) 3. Working knowledge in deployment tolls and security 4. Ability to build images for user workstations 5. Ability to understand the organization's goals and objectives 6. Ability to conduct research into a wide range of computing issues required 7. Skills in scripting (PowerShell) preferred 8. Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills 9. Strong documentation and knowledge sharing skills 10. Ability to manage projects and stick to deadlines 11. Ability to absorb and retain information quickly 12. Ability to present ideas in in user-friendly language 13. Possesses a keen attention to detail 14. Possesses proven analytical and problem-solving abilities 15. Ability to effectively prioritize and execute tasks in a high-pressure environment 16. Exceptional customer service orientation 17. Ability to work off hours and weekends for related department projects 18. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals 19. Ability to write routine reports and correspondence 20. Ability to communicate effectively verbally and in writing 21. Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form 22. Ability to deal with problems involving several concrete variables in standardized situations 23. Specific vision abilities required by this job include close vision 24. Ability to sit for prolonged periods of time, use hands, talk, hear and occasionally walk and reach with hands or arms 25. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle computer components 26. Ability to lift and transport moderately heavy objects such as computers and peripheralsVacancy expired!