Desktop Support Associate

Description

Workstation Management

- Workstation imaging, configuration & deployment/user setup using common enterprise systems/tools such as SCCM/MDT. Autopilot/Intune experience a plus.

- Application deployment using common enterprise tools

- Hardware asset tracking & reporting

- End-user security/protection application support (virus/malware removal, hard-drive back-up, hard-drive encryption configuration, etc.)

- Workstation research & related projects/initiatives (OS upgrades, new patch releases, browser upgrades, new application deployments, etc.)

- Other technical configuration, support & administrative tasks as assigned

- Level 2 Technical ("Break/Fix") Support

- Level 2 (escalated from helpdesk) technology troubleshooting/repair/resolution services for all deployed workstations, mobile devices, applications, network/remote access & messaging services, for end-users across all sites

- Occasional level 1 technology support after-hours & during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)

- Diagnosis/resolution of computer hardware, software & network issues for Executive and VIP personnel at all sites (on-site & via remote support tools)

- Low-level network support (port testing, bandwidth monitoring, share drive troubleshooting, etc.)

- Support ticket & SLA management using common enterprise tools such as Service Now, Remedy, etc.

- General user community technology guidance, recommendations & education

Technical Administration

- User permissions & password management on multiple systems (Active Directory, Exchange, etc.)

- Incident management, including response, tracking & reporting for areas of responsibility

- Document workstation configuration standards, processes & best-practices

- Manage local site logistics including storage room, organizing inventory, shipping and receiving

- Ability to lift up to 50 pounds

- Able to sit or stand for extended periods of time

Team Collaboration

- Work directly with team members, other IT groups and non-IT/business representatives to address all incidents, problems & requests

- Coach/mentor Helpdesk analysts and desk-side support technicians in configuration & troubleshooting methods & best practices

- Ongoing process/solution analysis and improvement

Experience

- 5+ years deploying, updating, optimizing and troubleshooting Windows-based workstations in a corporate environment.

- 5+ years providing support for common corporate client-side technologies, including wired/wireless networks, VPNs & security tokens, WiFi/broadband technologies, collaboration tools (Instant Messaging, Web Conferencing, Video Conferencing), A/V devices (projectors, presentation boards, etc.)

- Experience deploying images, software & updates with workstation management tools (e.g., MS Deployment Toolkit (MDT), MS Systems Management Server (SMS), MS System Center Configuration Manager (SCCM), MS Autopilot, MS Intune, etc.)

- 5+ years providing support for Windows 10, Windows 11. Windows Server experience a plus.

- 5+ years providing support for MS Office and all major component applications.

- 5+ years providing support for other common corporate client-side applications (Acrobat, anti-virus solutions, anti-malware solutions, softphones, file encryption, screen capture, etc.)

- 5+ years providing support for internet-based applications using common internet browsers (Internet Explorer, Chrome, Firefox, etc.) & related technologies (Java, Active

X, etc.)

- 5+ years providing on site & remote technical support for workstations, applications and networking technologies - in medium to large organizations.

- Macintosh & OS X configuration & support experience a plus.

- Some exposure to implementing and/or supporting virtual servers & desktops using VMware or similar tools.

- Basic understanding of IP addressing, subnets, file/folder mapping, share drives & network printer configuration. Basic file & print server configuration/administration a plus.

- Familiarity with a range of ticket/incident management systems, specifically Service Now

- Microsoft Active Directory administration.

- Ability to coordinate tasks with vendors to meet service targets & project deadlines.

- Ability to…