Job Title:  Desktop Technician

Position Summary

The Desktop Technician is GENERALLY SKILLED in many areas of the client computing platforms.

The Desktop Technician will be responsible for providing desktop, laptop, workstation and thin client hardware and software support for facility and home based users globally.  Provides 2nd level support for the I.T. Service Desk for incident management\provisioning resolution and may provide frontline phone support as needed.  Coordinates various technology rollouts, installations, IT request processing and IMAC (Installations, Moves, Adds and Changes).  Will provide end user and I.T. training on hardware\software environment.  Escalates to Desktop Engineers support team when necessary. Documents problems and resolutions.  Participates in the testing and evaluation of new desktop applications, packages, images and implements prototypes.

Interaction with different business groups is vital within this role and requires an understanding of multiple business segments and I.T. impact on their functions.  Professionalism and cooperation when working with customers, team members and management is essential.

Duties

Desktop Technical Support, - 90%

1.         Provides desk side support.

2.         Provides computer support for facility and remote users globally.

3.         Monitors and responds to ticketing system assignments via phone and in person.

4.         Provide second level support to the I.T. Service Desk.

5.         Troubleshoots preliminary network or system issues and escalates to the desktop engineers.

6.         Configure and deploys desktop and laptop hardware.

7.         Process hardware and software requests by coordinating user setup, upgrades, and installations

8.         Relocate equipment in facilities.

9          Maintain inventories and purchases computing systems and peripherals.

10.       Document or Modify client computing process and procedures.

11.       Train Service Desk personnel on standard configurations and I.T. procedures.

12.       Trains customers on computing software\hardware platforms.

Project Leadership and Management  - 10%

1. Will serve as the project lead on simple technical projects based on the business plan.
2. Coordinates project implementation and manages deployment timelines.

Duties - cont'd

• Up to 10% of domestic travel required.

#LI-PC1

Education Degree

Required Experience

1. At least two years full time experience or equivalent on the job training is required.
   1. System support for client hardware platforms, Dell, HP, Lenovo. Dell preferred.
   2. System and application support for Microsoft client platforms required.
2. Experience in application/system technologies. Microsoft, Dell, McAfee, Citrix and Checkpoint preferred.

Preferred Experience

Skills

1.    Strong professional verbal and written communication skills.
2.    Ability to work with little supervision and within changing priorities. 
3.    Proficiency in Business Acumen
4.    Technical proficiency – SKILLED.
                      a.   Hardware
i.    A+ Technician\Client Hardware.
ii.    Laptops, desktops, workstations, thin clients and mobile devices.
iii.    Local and network printers, Scanners and other computing peripherals.
                      b.   Microsoft
i.    Windows XP, Windows 7 and Windows 8
ii.    Microsoft Office
iii.    Internet Explorer
5. Technical proficiency – GENERALLY SKILLED.
                      c.    Microsoft:
i.    Active Directory.
ii.    User Account Management.
iii.    Group Management.

iv.    File Services.
v.    Printing.
vi.    Exchange.
vii.    SharePoint.
viii.    Lync.
ix.    System Center Configuration Manager (Imaging).
                   e.    Dell:
i.    Client Computing Hardware platforms.
                   f.    McAfee:
i.    End-Point protection (A\V and Hard drive Encryption).
ii.    ePO 
                  g.    Citrix:
i.    XenApp Online Plugin / Receiver.
                 h.    Checkpoint
i.    VPN client 
ii.    SSL Connectivity
                 i.    MobileIron
i.    Mobile Device Configuration