Desktop and System Support Technician, Senior

Desktop and System Support Technician, Senior Job Description

Job Title: Senior Desktop and Systems Support Technician

Job Summary:

Under general direction, monitor and respond to complex technological control facility hardware and software problems utilizing a variety of hardware and software testing tools and techniques. Provide primary interface with vendor support service groups or provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance. May provide LAN server support. Require extensive knowledge of PC/LAN communications hardware and software in a multi-protocol environment, and network management software.

• Provide 2nd tier support to existing applications.
• Transfer existing applications to new technologies.
• Develop and analyze program designs, implement alteration flexibility to incorporate automated feedback.
• Develop applications to meet the business needs of the facilities, or the corporation on a whole, which includes:
  • Developing the application based on the design laid out in the proposal;
    • Most applications developed are n-tier applications which use SQL Server as a back-end database (SQLite);
    • Combination of programming languages including HTML, PHP, CSS, JavaScript, AJAX, Node.
      
      JS, and jQuery (Including UIs).
• Conduct system tests;
  Work with the quality, engineering and production department users to test the application, develop documentation on how to deploy the application, training of support staff on the application.
• Research new concepts as required to develop innovative solutions to business problems. Use complementary resources when possible.
• Attend meetings with project managers and department heads to collect information to clarify project specifications, make recommendations and reach agreement in defining system needs.
• Utilize code validation services such as W3C Validation.
• Make program changes on development site and then transfer to live site once testing is complete.
• Create clean, device responsive, user-friendly web-front end mockup designs using tools such as Figma.
• Make changes to current production programs to meet the changing needs of LLMMR.
• Other duties as assigned.

• A current MCP or MCITP:
  Desktop Support Technician would be an asset.
• Current Microsoft MCSA/MCSE preferred.
• Comp TIA Network + or A+ preferred.
• Degree or diploma in Computer Science from a recognized university or college is preferred.

• Ability to read, write, speak and understand English fluently.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.
  • Strong communication and interpersonal skills.
  • Ability to meet or exceed the company’s attendance standards.
  • Ability to understand and follow directions given.
  • Ability to work with minimal supervision.
• Read and understand policy and procedures manuals. Read equipment and software manuals, help files and technical bulletins. Read sections of software manuals to learn about advanced procedures and improvements to upgraded versions.
• Ability to discuss technical matters with co-workers, colleagues and suppliers. Discuss challenging software operations with co-workers and help develop instructions for users. Inform and advise computer users with malfunctioning computer hardware and software. Teach, supervise and assist workers in their work units.
• Prepare, monitor and adjust work schedules and analyze data on user support services provided.
• Evaluate information technology needs and users' software needs. Review experience with a number of relevant software applications and make recommendations.
• Perform majority of tasks independently and coordinate efforts with supervisors and co-workers to complete challenging repairs, assess the performance of work units and exchange information about new hardware and software.
• ITIL and ITSM knowledge is preferred.
  
  Experience with the following is required:
  • Current version of Windows Desktop OS Server Administration, maintenance and monitoring including all components such as DNS, DHCP, Group Policy, File and System Security, Windows Hyper‑V…