SSUSA Job #237: LEVEL 2 DESKTOP SUPPORT

Job Description

Specific Responsibilities Monitoring open ticket queues to ensure that all calls are updated and/or assigned until resolution.

Follow a rotating shift to ensure there are a sufficient number of resources to cover the hours of operations.

Building, managing and maintaining an inventory of available hardware equipment.

Coordinating and/or escalating in-house 2nd level technicians. Maintaining a clean working lab to fix existing equipment as well as testing new equipment.

Perform and be able to identify and remediate all hardware and workstation issues as well as escalating printer repairs.

Understand the Tape back Up Process and change daily network backup tapes using TMS (tape management system) and Arc Serve 2000 software.

Assessing existing desktop hardware to determine component and equipment needs.

Understand and troubleshoot global ‘Virus Remediation’ process for both NA and EU workstation environment.

Liaise with 3rd level support engineers for a better understanding on how the company maintains / upgrades internal - Server, Network, Router and Workstation configuration.

Responsible for Desktop Computing procurement process inclusive of laptop & desktop PC’s, printers, etc. Building workstations via an unattended “windows build process”.

Installing and configuring appropriate software and drivers to be ensure proper workstation build before implementation.

Performing all levers of MAC (move add or changes) requests. Installation and configuration of network and local printers.

As well as new peripherals and components. I.E. – Blackberry, Palm Pilot, PC memory, drivers, local software, etc.

Must be willing to work some weekends and late nights to support upgrades, changes, and user support via “On – Call Rotation.

Must be able to occasionally travel to regional branch offices specific to customer request.

Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database increasing the level of 1st call resolution.

Take lead role specific to special projects when necessary i.e. – PC Refresh – Security Mandates.

General Requirements

Well versed in the Microsoft suite of applications Advanced knowledge in both Windows XP and Windows 7 operating systems. Experience knowledge using Active Directory.

Strong customer service and analytical skills.

Several years (3) of 2nd level (Call Center) desk – side support. Experienced dealing with a high volume of calls and problems reported by customers, Sr. managers, and high end “net worth” users.

Must have familiarity with Citrix and the way user’s access applications via from home. Experiance using and troubleshooting Blackberry support issues. Basic understanding of Windows Server 2003/2008, DHCP Server, DNS Sever, Editing the Windows Registry, Nortel VPN Client and SMS.

PLEASE SEND YOUR RESUME IN CONFIDENCE TO EARL@ SSUSA.COM

Job Location
New York City

Position Type
Consulting

Salary Range
TBD