Responsibilities: * Assist staff with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines * Work with vendor support contacts to resolve technical problems * Work with the Service Desk and RDS as appropriate to determine and resolve problems received from clients * Respond to support requests from the Service Desk, users, and other Infrastructure Teams * Perform upgrades as directed to ensure the longevity of equipment * Keep track of requests and make sure they are implemented as planned * Participate in incident handling concerning desktop changes * Participate in projects concerning bigger desktop changes, for example roll-outs of any new anti-viruses * Microsoft environment knowledge (desktop and server) * Have some level of technical understanding of the products building up a desktop service * Experience from the desktop environment * Ensure that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers, and administrative systems The successful applicant will possess the following requirements (items are required unless noted otherwise): * Telephone support experience is necessary * Technical help desk or technical call center experience is necessary * Must be disciplined with required systematic problem solving skills * Windows and Novell Operating Systems experience * Clients: Windows7, Windows Vista, Windows XP and Windows 2000 * Servers: Windows 2000, Windows 2003 and Windows 2008 * Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003 / 2007 * ITSM ticketing tools experience such as Remedy, HP Service Center, and Peregrine Service Center * Remote desktop connectivity applications experience like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools * MS Office Suite experience (XP, 2003, and 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project and MS Visio * Internet browsers experience (Explorer, Chrome, Firefox, etc.) * VPN and remote dial-in users * Able to provide support for laptop, desktops, and printers * PDA and Blackberry support experience * Apple IPad Device support experience * Other Experiences: Adobe Acrobat and other common desktop applications like WinZip, etc.
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