Leading IT Help Desk technician throughout their daily job of administrating the company’s computing infrastructure.

• Client / End User Device Deployment, Maintenance & Troubleshooting:
• Imaging and Systems Deployment mechanisms
• Mobile device management
• Desktop & multi-function printer management
• User / System Responsibilities:
  • Active Directory
  • Group Policy
  • VoIP / SIP Telephony
  • Windows Updates (Client & Servers)
  • Data Backups / Restorations
  • Anti-Virus
  • Video Teleconferencing Systems
    
• Help Desk Responsibilities:
  • Champion problem management, handling not only incident escalations for lower tier technicians, but also ensuring that routine incidents are handled appropriately so that recurring problems don’t persist
  • Oversee ‘new user set up and orientation’ process, ensuring new users are getting the details they need to hit the ground running from tier 1 helpdesk technicians
• Help Desk Responsibilities (continued):
• Ensure office & field site support includes documentation, inventory and preventative maintenance accordingly
• Keep users informed about status of problems, follow-up to be sure solution is complete and / or escalated as necessary
• Develop help desk documentation and frequently asked questions (FAQ)
• Handle routine, approved purchases for users
• Document resolutions for future reference via helpdesk knowledgebase
  
• Identify, learn and document appropriate software and hardware used and supported by the organization.
• Assist planning and delivery of general IT user training.
• Ensure that policies and procedures are followed.
• Promotes an open environment making users feel comfortable to bring new issues to IT’s attention
• Assist infrastructure, desktop services and development groups as necessary.
• Participate in IT related projects, not specific to any group.
• IT support may be required beyond regular work hours.
• Participate in SOX documentation and audits.

The successful candidate should demonstrate and exhibit the following core competencies:

• 7-10 years’ experience supporting business in a diverse IT environment
• Expert understanding of the OSI model and how it applies to troubleshooting
• Knowledge of:
  • System Center Configuration Manager
  • Microsoft Group Policy Administration
  • Common Microsoft Client Operating Systems
  • Adobe Acrobat
  • Citrix
  • Active Directory
  • Exchange
  • Polycom Video Teleconference Systems
  • Image Deployments