Desktop Support Jobs - Alphanumeric Systems, Inc, Raleigh, NC - We are actively seeking a Desktop Support Technician for our Managed Services group. The Desktop Support Technician will provide onsite technical expertise to select Managed Services customers and may be a technical escalation point for the Tier I Service Desk Agents.
Essential Duties and Responsibilities:
- Provide on-site support and system administration for customers’ desktop systems, printers, mobile devices.
- Provide on-site support and administration for operating systems and standard business applications
- Act as escalation point for customer trouble tickets assigned to Tier I and Tier II Help Desk Agents
- Work with Tier III Engineering team on improving, stabilizing and upgrading customer information systems and networks
- Communicate customer issues and concerns to management and ensure follow up to final resolution
- Ensure commitment to customer satisfaction and retention of clients by providing outstanding support and professionalism
- Assess potential technical problems in customers’ IT infrastructure and escalate them to Tier III Engineering team if needed
- Configuration and implementation of proposed solutions
- Perform detailed client site surveys and provide documentation of exiting environment
- Document detailed troubleshooting procedures and technical solutions for the Managed Services team knowledge base
- Work with customers’ 3 rd party vendors on configuring, maintaining and troubleshooting supported hardware and software solutions.
- Provide troubleshooting support for non-standard business applications on a best effort basis
Secondary Responsibilities
- Staying abreast of current technologies through all available resources including internet, trade publications and / or user groups and associations
Requirements
Personal Skills:
- Strong communication skills
- The ability to break down technical issues and concept, and explain them to end users
- Solid problem solving and analysis skills
- Solid time management skills
- Diplomacy and teamwork
- Technical Skills Required:
- Experience supporting different versions of Microsoft Windows desktop operating system (Windows XP, Vista, 7)
- Experience troubleshooting Microsoft networking problems and basic connectivity issues.
- Experience supporting Microsoft Office.
- Experience with Outlook 2007/2010 in Exchange 2007/2010 environments
- Working knowledge of VPN connectivity and troubleshooting
- Demonstrated skills in working with remote employees
- Familiarity with Microsoft Active Directory technologies
- Experience in performing basic server side administration tasks (Creating user accounts, mailboxes, etc.)
- Understanding of TCP/IP, DNS, DHCP, SMTP and WINS
- Preferred
- Mobile device support (iOS, Android & Blackberry)
- Terminal Services Support
- Certificates, Licenses, Registrations Required
- MCP or
- MCSA
- Computer Skills
- Proficient in the use of Microsoft Office Applications
