Technical / Deskside Support III

Job Description:

Responsible for installing, maintaining, servicing and repairing (break-fix) desk side computer related products and legacy systems which include hardware, software, networking and operating systems. Equipment support may include Enterprise Server, PC & laptop computers, storage sub-systems and drives, computer and telecommunications systems as well as networking.
Provides call taking and site specific support
Provides maintenance and support on legacy products
Installs and maintains PCs and associated software, networks, servers and peripherals
High level of expertise in PC operating systems i.e. Microsoft/Linux/Unix, networking SW, anti virus SW. and all tier one manufacturer server, PC and printer products, OEM network devices, and document processing products.
Supports network products from operational and maintenance perspectives
Performs installs, moves, adds and changes (IMACs) as required
Tests and certifies PCs, networks, servers and client approved applications
Provides follow-up on problems or escalation, takes responsibility for potential or desired follow-up
Ensures customer satisfaction by advising customers on preventative maintenance
Maintains a functional understanding of company service solutions
May lead and direct the work of others
May have Project Management responsibilities for smaller less complex projects
Maintains a high degree of professionalism in actions, demeanor and dress.
Insures customer satisfaction throughout the service delivery transaction.
Specific Manufacturers certifications as required. i.e. EMC, Dell, Cisco, Microsoft, COMPTIA, and NETWORKPLUS
MCP, MCDST, and/or MCSE Certification desired but not required.
HP, Dell, Toshiba, and IBM certifications strongly preferred
Preferred Skills: Microsoft Office (all versions), Handhelds (Desktop and Handheld software) Printers and Laptops.
Experience in troubleshooting software and hardware problems
Knowledgeable in servers, storage systems, Microsoft/Linux/Unix applications, network protocol, internetworking, configuration, and possess advanced PC support capability
Ability to test and certify PC, networks, servers and software applications and associated peripherals
Ability to gain knowledge of and follow up on client specific internal procedures and service delivery requirements
Excellent analytical and communication skills (verbal, written and interpersonal)
Ability to work and plan tasks independently, tolerance for stress
Quality oriented with attention to Detail