Desktop Support Technician

TEKsystems•Dallas, TX

49d•$25 - $30•Onsite

About The Position

The role of the Senior On Site Support Technician is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Requirements

Knowledge of advanced computer hardware, including SSD and general peripherals.
Experience with desktop and server operating systems, including Windows 7, Server 2008 and above.
Extensive application support experience with Microsoft Office and general application support experience with SAP, Altiris, and Ghost.
Working knowledge of a range of diagnostic utilities, including PowerShell commands, ALTools, and Anti-Malware tools.
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly, and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Nice To Haves

College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Certification in Microsoft Technology Associate – IT Infrastructure or can obtain certification in 6 months. ITIL Foundation Certification is required.
Certificates in basic server and network management is preferred in the first year of employment
Experience speaking French in a technical environment
Experience working with any of the following technologies: Active Directory, ALTools, Cisco Routers/Switches, Powershell, SAP, VSphere
Experience working with any of the following: TCP/IP, SSCI, RAID, experience in I/O topology.

Responsibilities

Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Maintain project scope, goals and deliverables that support business goals in collaboration with management and stakeholders.
Effectively communicate progress on task assignment and set proper expectations to team members and stakeholders in a timely and clear fashion.
Liaise with project stakeholders on an ongoing basis.
Assist in software releases and roll-outs according to Change Management best practices.
Purchase enterprise hardware and software, including purchase order creation, tracking, and goods-receipt tasks.
Assisting in providing Level I Support when request volumes are high.
Act as an escalation point for advanced or difficult help requests.
Build rapport with service desk customers.
Escalate problems (when required) to the Team Lead and Management.
Record, track, and document the service desk request problem-solving process, including all decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Perform hands-on fixes at the desktop level: Install and upgrade software, install hardware, implement file backups, and configure systems and applications.
Install anti-virus software and ensure virus definitions are up to date.
Perform preventative maintenance, including checking and cleaning of servers, client-side devices, such as laptops, desktops, and mobile phones.
General knowledge of storage technologies such as SAN or NAS, as well as Active Directory/Global Catalogue.
Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment: SCSI, RAID, and I/O topology.
Familiarity with TCP/IP and Cisco network protocols, firewall management, and operating system configuration.
Test and validate fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups with Level I Technicians as required.
Develop Work Instruction Packages and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Able to assist plant automation in troubleshooting automation control systems including PLC's, HMI's, servo motors, and software driven instrumentation.
Familiar with automation control networks, their protocols and legacy industrial control networks.
Understanding of National Electrical Code, related specifications, and its application in an industrial environment.
Ensure the safety needs are given a top priority in operational support and work execution.
Some examples are Arc Flash/Shock Hazard safety, confined space entry, LOTO, hazardous materials, hand tool safe use, etc.