Desktop Support Specialist - Offshore Travel Required:
Experience and Educational Requirement:
- A+, MTA, Microsoft Certified Desktop Support Technician (MCDST), or equivalent work experience
- Experience working in a structured, process-driven environment
- Must be physically able to lift up to 30 pounds
- Basic understanding of TCP/IP networking
- Experience working with Enterprise level customers
- ITIL Foundation certification
- 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software, specifically Microsoft Windows in a networked environment
- Specific manufacturer certifications (Dell & HP) a plus
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- Occasional heavy lifting/carrying technical equipment, a significant amount of time spent at computer terminal, heavy keyboard usage
- Business Consultation:
- Consulting with site clients to evaluate current and future computing requirements
- Facilitate the development of plans to meet additional needs
- Assist with planning and budgeting for computing needs
- Other consultation that the business requires
- Coordinate Desktop Support Activities:
- Enhanced service level
- Business POC for desktop support
- Help Desk tickets - create, monitor, assist, escalate
- Computer Assistance:
- User productivity assistance, problem troubleshooting, application installations
- Hardware problem resolution: troubleshoot, deploy, coordinate replacements, escalate
- Server support: Onsite support, assist troubleshooting, tape rotations, DRP assistance, problem reporting and escalating
- Installation of keyboards, mice, laptop batteries, and printer toner cartridges
- Application Support:
- Coordinate with office based primary support
- Troubleshoot application problems
- Support the installation and configuration of applications
- Software support on the following: servers, printers and non-approved desktop devices
- Assist with usage, local user expert for key applications
- Communication Coordination - (performed by onsite support and offshore LAN/WAN team)