Desktop Support Technician

TAJ Technologies

Irvine,CA

5/19/2020

Description:
Top 3 things:
Centrally managed desktop environment
Executive support
Meeting support
Possibility this could extend, not sure about FTE conversion right now.

POSITION DESCRIPTION:
Provide technical support to internal clients, primarily in person, and ensure the optimal client experience through a) superior service, b) quality resolution, c) returning the client to productivity as quickly as possible and, d) adhering to signed service level agreements with Business Units.

POSITION RESPONSIBILITIES:
Resolve client technical issues:
Provide in person, phone, or electronic technical support as appropriate for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops, drivers, monitors, and MHDs).
Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation
Isolate and determine root cause of technical problems escalated from the Service Desk based on client input, Service Desk analysis, and remote management technology
Determine business impact of problem based on Business Unit criteria
Interact with internal and/or external escalation resources to resolve complex technical issues
Answer questions surrounding the installation, usage, and training on hardware and software products.
Record pertinent information about all incidents and resolutions to ensure client satisfaction
Support PC deployment and end user move/add/change (MAC) processes including new PC setups, workstation configurations, PC reimaging
Acquire and maintain knowledge on newly purchased and existing supported desktop software, hardware, and systems
May assist with the testing of new or upgraded PC software and hardware releases as requested
May work on projects or tasks to develop and/or address process improvements, customer service, training, knowledge transfer, reports, and documentation
May coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization
Participate in acquisitions & integrations as required:
Assist with PC deployments at remote sites
Educate new partners about IT processes and applications
May lead the migrations and knowledge transfer to local resources
May train business unit leaders and escalation partners on service level agreements
May travel to assist remote business units with desktop service requests during migration of business units into Shared Services
Other responsibilities and tasks as assigned by Management

BASIC QUALIFICATIONS:
IN ORDER TO BE CONSIDERED FOR THIS POSITION, THE FOLLOWING BASIC QUALIFICATIONS MUST BE EVIDENT ON YOUR RESUME

EDUCATION REQUIREMENT:
Bachelor s Degree

YEARS OF EXPERIENCE:
2+ years of IT experience with a Bachelor s Degree
Some IT Experience with a Master s Degree

SPECIALIZED SKILLS OR EXPERIENCE:
Must have experience supporting:
Microsoft Windows
Microsoft Office & Outlook
Web-based applications
Wireless networking
Hardware components of a PC

DESIRED/PREFERRED QUALIFICATIONS:
Dell hardware certifications
A+ Certification and/or any Microsoft Certified Professional from the MCSE track
ITIL Foundation Certification
Experience using or supporting the following applications and technologies:
Windows 7
Windows 10
Virus Protection
Desktop Encryption (i.e. DDPE, BitLocker)
Microsoft Outlook 2003 & 2010
Microsoft Office 2003 & 2010
Office productivity tools
Conferencing and Audio/Visual technologies
Remote desktop management tools
Familiarity with Microsoft Exchange
Active directory administration
Virtual private network
TCP/IP
Mobile Handheld Devices BlackBerry, iOS devices, Android devices
Mac OS X
Mac Book
Customer service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently and patiently to client requests.
Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences.
Knowledge: Applies advanced in-depth knowledge of Desktop Support and broad knowledge across IT.
Problem-solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with organization objectives.
Interpersonal: Conflict resolution, team work, maintains a positive attitude towards customers, co-workers and the company.
Adaptability: Works logically under pressure, shows leadership in times of change and stress.

PHYSICAL JOB REQUIREMENTS:
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to be independently mobile.
The employee is also required to interact with a computer, and communicate with peers and co-workers.
Extended periods of time doing computer-based work
While performing the duties of this job, the employee is regularly required to be independently mobile.
Must be able to travel independently to various Client buildings/sites.
Able to lift 25 pounds.

TAJ Technologies, Inc. is an EEO/AA Employer: women, minorities, the disabled and veterans are encouraged to apply



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