Client Technologies #005

Delan Associates•Fort Myers, FL

About The Position

Delan Associates, Inc. is seeking candidates for Client Technologies in Fort Myers, Florida. The posting lists three Client Technologies roles: Manager, Client Technologies (Job #2000), Client Technologies Analyst (Job #2010), and Client Technologies Technician (Job #2020). The Manager, Client Technologies is responsible for providing IT users with desktop equipment and support, determining user needs, and incorporating them into desktop-support design and planning. Accountabilities include hardware and software planning, vendor selection, acquisition, Tier 2 problem resolution, setup, integration, testing, and installation. The manager works with supported organizations to establish and monitor performance metrics, coordinates desktop-related software, hardware, and network installation and upgrades, and evaluates ways to improve desktop productivity. This middle-management role works under general direction of senior management and typically manages and mentors supervisors, project leaders, and/or technical staff. The Client Technologies Analyst configures, installs, monitors, and maintains desktop software and hardware and supports a mobile workforce. The analyst consults with IT users on end-user computing and desktop-based LAN systems, provides Tier 2 support, and works with vendors to resolve Tier 3 issues. The role documents solutions and user guidelines, may provide on-site training, maintains and evaluates desktop application packages, participates in testing and prototyping, and advises users on hardware and software selections. It is an intermediate professional role supporting moderately complex to complex client products and may involve multiple concurrent projects. The Client Technologies Technician configures and installs software on desktops and laptops and helps roll out software packages, upgrades, and new desktop hardware. The technician maintains desktop software and hardware, supports mobile users, provides Tier 2 support for basic end-user computing and desktop LAN issues, and escalates problems to Tier 3 when needed. The role documents problems and resolutions, may train end users, and participates in testing and prototyping desktop packages. It is an entry-level learner role supporting basic client products, peripherals, network and physical moves, generally following documented procedures and checklists under the direction of a senior technician or supervisor/manager.

Requirements

Manager, Client Technologies: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
Manager, Client Technologies: At least 7 years of IT work experience, including management of teams responsible for desktop support.
Manager, Client Technologies: Experience managing support operations in a 24x7, multi-site environment.
Manager, Client Technologies: Experience with budgeting, expense management, and contract management.
Client Technologies Analyst: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
Client Technologies Analyst: At least 3 years of IT work experience supporting desktop software and hardware products and performing problem solving and troubleshooting.
Client Technologies Technician: Associate’s or bachelor’s degree, or technical institute degree/certificate, or equivalent work experience.
Client Technologies Technician: 0 to 1 year of IT work experience, with demonstrated working knowledge of basic hardware and software products and problem-solving/troubleshooting skills.
Client Technologies Technician: Strong customer service skills.

Responsibilities

Manager, Client Technologies: Provide IT users with desktop equipment and support, and incorporate user needs into desktop-support design and planning.
Manager, Client Technologies: Plan desktop hardware and software; select vendors; manage acquisition, Tier 2 resolution, setup, integration, testing, and installation.
Manager, Client Technologies: Establish performance metrics with supported organizations, monitor and analyze results, and share them with users.
Manager, Client Technologies: Coordinate desktop-related software, hardware, and network installation, deployment, and upgrades.
Manager, Client Technologies: Evaluate and provide techniques for increasing user desktop productivity.
Client Technologies Analyst: Configure, install, monitor, and maintain desktop software and hardware and support the mobile workforce.
Client Technologies Analyst: Consult with IT users on end-user computing and desktop-based LAN systems software; provide Tier 2 support and work with vendors on Tier 3 issues.
Client Technologies Analyst: Document problem solutions and develop end-user guidelines; may provide on-site training.
Client Technologies Analyst: Evaluate, maintain, modify, and document desktop application packages; test and evaluate new packages and implement prototypes.
Client Technologies Analyst: Recommend hardware and software products to address business requirements.
Client Technologies Technician: Configure and install software on desktops and laptops; participate in software rollouts, upgrades, and new desktop hardware installations.
Client Technologies Technician: Maintain desktop software and hardware and support mobile users.
Client Technologies Technician: Provide Tier 2 support for basic end-user computing and desktop-based LAN systems; troubleshoot with scripts and checklists and escalate to Tier 3 when necessary.
Client Technologies Technician: Document problems and resolutions, may train end users, and participate in testing and evaluating desktop packages and implementing prototypes.