Client Technologies #005

Delan Associates•Pensacola, FL

About The Position

The posting describes three Client Technologies roles. 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. Responsibilities span 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, shares results with users, and coordinates installation, deployment, and upgrades of desktop software, hardware, and network facilities. The role also evaluates techniques for increasing desktop productivity. It is a middle-level management role that 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, supports the mobile workforce, and advises IT users on end-user computing and desktop-based LAN systems software. The role provides Tier 2 support, works with vendors on Tier 3 issues, documents solutions and user guidelines, and may provide on-site training. It also evaluates and maintains desktop application packages, participates in testing new packages, implements prototypes, and recommends hardware and software to address business requirements. This is an intermediate professional role that may involve concurrent projects and coaching junior staff. The Client Technologies Technician configures and installs desktop and laptop software, participates in software rollouts and hardware upgrades, maintains desktop equipment, and supports mobile users. The technician provides Tier 2 assistance for basic end-user computing and desktop-based LAN systems, troubleshoots with scripts and checklists, escalates Tier 3 issues, documents resolutions, and may train users. The role also participates in testing desktop packages and implementing prototypes. It is an entry-level learner role, generally following documented procedures and working under the direction of a senior technician or supervisor/manager.

Requirements

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

Responsibilities

Provide IT users with desktop equipment and support; determine user needs and incorporate them into desktop support design and planning.
Plan desktop hardware and software, select vendors, acquire products, resolve Tier 2 problems, and coordinate setup, integration, testing, and installation.
Establish performance metrics with supported organizations, monitor and analyze results, and share them with users.
Coordinate installation, deployment, and upgrades of desktop software, hardware, and network facilities.
Evaluate techniques for increasing desktop productivity.
Configure, install, monitor, and maintain users’ desktop software and hardware, including support for a mobile workforce.
Provide consultation and technical support to IT users for end-user computing and desktop-based LAN systems software.
Work with vendors to resolve Tier 3 issues; document solutions and develop end-user guidelines.
Evaluate, maintain, modify, and document desktop application packages; participate in testing new packages and implement prototypes.
Recommend hardware and software products to meet business requirements.
Install and roll out software packages, upgrades, and desktop hardware; troubleshoot using scripts and checklists, escalate when necessary, and document problems and resolutions.
Provide or assist with end-user training.
Manage and mentor supervisors, project leaders, and/or technical staff; analysts may coach more junior technical staff.