Job Title:  Desktop Technician

Position Summary

The Desktop Technician is SKILLED in all areas of the front-line IT customer support and GENERALLY SKILLED in all areas of desktop computing platforms.
Performs administration activities including creating, and supporting network accounts, computer accounts, application accounts, email accounts, and group memberships. Configures and deploys desktop hardware and software, network printers, and mobile devices. Maintains inventories and purchases desktop hardware and software. Documents and modifies computing processes and standard operating procedures.
Provides technical support to the Service Desk Analysts and provides over flow phone support to Service Desk Analysts when needed. Provides desk side computer support at the local facility. Provides remote computer support to USA and Global facility and home based users. Performs wireless device support. Monitors and responds to issues and problems assigned in a ticketing system. Relocates desktop hardware in facilities. Trains customers on desktop applications, software, and hardware platforms. Trains Service Desk Analyst on standard configurations and IT procedures, including onboarding.

Professionalism and cooperation when working with customers, team members and management is essential
 

Duties

End User Administration – 55%

1.    Creates and supports network accounts, computer accounts, email accounts, application accounts, and group memberships in accordance with IT policies and procedures relating to SOX (Sarbanes-Oxley).
2.    Configures and deploys desktop hardware and software.
3.    Configures and deploys network printers.
4.    Configures and deploys mobile devices.
5.    Process hardware and software requests. 
6.    Maintains inventories and purchases desktop hardware and software.
7.    Creates and maintains standard operating procedures and knowledge base articles.
 

Duties - cont'd

End User Support – 40%

1.    Provide second level support to the Service Desk Analyst.
2.    Provides desk side support for end user problems and requests.
3.    Provides computer support for facility, remote facility and home based users.
4.    Provides support for USA and other global facilities.
5.    Monitors and responds to ticketing system assignments.
6.    Relocate desktop hardware in facilities. 
7.    Trains customers on desktop applications, software\hardware platforms.
8.    Provides overflow phone support for Service Desk Analysts.
9.    Perform wireless device troubleshooting. 
10.    Train Service Desk Analyst on standard configurations and IT procedures including onboarding.

Project Management - 5%

1.    Will serve as the project lead on simple desktop projects based on the business plan. 
2.    Coordinates project implementation and manages deployment timelines.
3.    Develops and submits budget proposals and funding requests.
 

Education Degree

Required Experience

1.    At least three years full time experience or equivalent on the job training is required.
a.    System support for client hardware platforms, Dell, HP, Lenovo. Dell preferred.
b.    System and application support for Microsoft client platforms required. 
c.    Familiarity with System administration of Active Directory is preferred.
2.    Experience in application/system technologies. Microsoft, Dell, McAfee, Citrix and Checkpoint preferred.
 

Required 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.    Account Management:
i.    Creation, modification and disabling of various business applications
b.    Hardware
ii.    A+ Technician\Client Hardware.
iii.    Laptops, desktops, workstations, thin clients and mobile devices.
iv.    Local and network printers, Scanners and other computing peripherals.
c.    Microsoft
v.    Windows XP, Windows 7 and Windows 8
vi.    Microsoft Office
vii.    Internet Explorer
5. Technical proficiency – GENERALLY SKILLED.
d.    Microsoft:
viii.    Active Directory.
ix.    User Account Management.
x.    Group Management.
xi.    File Services.
xii.    Printing.
xiii.    Exchange.
xiv.    SharePoint.
xv.    Lync.
xvi.    System Center Configuration Manager (Imaging).
e.    Dell:
xvii.    Client Computing Hardware platforms.
f.    McAfee:
xviii.    End-Point protection (A\V and Hard drive Encryption).
xix.    ePO 
g.    Citrix:
xx.    XenApp Online Plugin / Receiver.
h.    Checkpoint
xxi.    VPN client 
xxii.    SSL Connectivity
i.    MobileIron
xxiii.    Mobile Device Configuration

Skills