Desktop Support Technician

Qualifications

• Bachelors preferred or Associates in a Technolgy based hands-on degree.
• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user
• Must possess exceptional written and verbal communication skills (in English)
• Ability to quickly learn and acquire expertise in client's custom applications
• Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen
• Excellent understanding of technology and the role of the "client " in relation to the larger IT infrastructure
• Team player who is invested in and strives to maximize team/department performance
• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user
• Must possess exceptional written and verbal communication skills (in English)
• Excellent understanding of technology and the role of the "client " in relation to the larger IT infrastructure
• Team player who is invested in and strives to maximize team/department performance

Responsibilities

• This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems
• A key area of responsibility is resolving client technology-related problems in areas supported
• Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates;
• Respond to alert notification or escalation of an issue from members of the team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status
• Support the Mac operating system and various Apple tools and applications;
• Provide operating system updates for Macintosh desktops/laptops;
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration;
• Support MAC in Windows XP environment (virtual); also Mac OS, including the Mac OS X Server and Server Essentials
• Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system;
• Add virtual desktop client to Office 2007 / Office 2010;
• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;
• Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;
• Assist with creation and distribution of "clean-up kits " (including instructions and other user documentation) for Windows and Macintosh remote laptops;
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;
• Assist with creation of a knowledge base of problem remediation;
• Disconnect and/or reconnect desktop and peripherals in support of office moves
• Work is generally performed within an office environment, with standard office equipment available