Systems Sr Technician

Job description

Sr. Desktop Technician (Systems Sr. Technician)
The Desktop Technician applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent generally is a member of a quick-response customer support team and works with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
2. Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
3. Maintains daily tickets and reports to ensure the highest service levels are maintained.
4. Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.
5. Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
6. Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.
Education and Typical Years of Experience:
- Associate’s degree/ MCDST/ A+ certification or equivalent work experience in desktop support and customer service environments.
- 2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices.
- Strong demonstrated analytical and creative problem solving skills.
- Computer literate with proficiency in information systems and software applications.
- Good customer service orientation and appreciation of role as ACS representative
Technical Expertise
- Windows 7 and Windows 8.1 installation and deployment
- MDT imaging or similar desktop imaging technology
- Office 2010/ 2013 installation and support
- McAfee Virus Scan installation and support
- Printer support
- Pocket PC/ Blackberry/ iPhone configuration
- Windows wireless technology
- Batch file creation and VB scripting
- Multiple vendor desktop and laptop support
- Service Center or equivalent ticket management system experience
- System Center Configuration Manager (SCCM) reports/ software automation

Desired profile

-Minimum 5 years hands on experience with PC operations required.
- Ability to function effectively in a fast-paced environment.
- Independent, self-starting attitude.
- MCP, A+ Certifications are a plus but not required.
- Good verbal and written communication skills needed.
- Desire to take advantage of training and learning opportunities.
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