Help Desk

Job Description

 

• The Desktop Support Technician maintains, analyses, troubleshoots, documents and repairs desktop systems, hardware, software and peripherals.
• Supports and maintains incident tickets keeping user's, management, peers and the Help Desk apprised of activities. 
  
   

Responsibilities:

 

• Assures quality customer service to all customers; promotes positive human relationship and contributes to supportive and cooperative work environment.
• Maintains desktop hardware and peripheral inventory with an attention to detail when maintaining asset records.
• Act as a SME (Subject Matter Expert) for all desktops platforms, software integration, Windows technologies and Directory Services.
• Act as a SME (Subject Matter Expert) for all mobility operations (ie. IOS and Android Platforms) and management consoles (ie. Mobile Iron)
• Collaborates with colleagues and Network Team to support user account information including rights, security and systems groups.
• Pursues additional research as needed to support optimal Desktop strategies are practiced at HOV.
• Product evaluation and documentation. Accurately detail their findings to a wide audience ranging from senior management to peers.
• Core Build engineering using tools such as WDS, SCCM, software and driver integration.
• Assures optimal hardware configuration for compatibility and performance (e.g. BIOS, Hyperthreading, etc.).
• Provides consultation to IS department for projects as needed, including testing new software, building/modifying the PC hardware and software.
• Provides guidance to Service Desk team members.
• Participates in after hours on-call support and weekend/holiday coverage responsibilities. 
  
   

Minimum Qualifications:

 

• Associates degree in computer science or related field.
• A+ or Network + or MCP certification.
• 3-5+ years in a large corporate multi-site environment.
• 3+ years developing and deploying unattended operating system installations for workstations/desktops/laptops with an in-depth understanding of hardware-independent imaging capabilities.
• 3+ years scripting experience utilizing a variety of languages such as VB Script, Powershell and/or WinBatch or other programming languages.
• 3+ years troubleshooting and enhancing desktop security and configuration management through Group Policy Objects (GPO) as well as the ability to create custom policies.
  
   

Preferred Qualifications:

 

• MCDST certification preferred.
• ITIL certification preferred.
• Performs technical support for the Voice systems, including backend Avaya servers, switches and handsets.
• Maintains voice and data cabling infrastructure.