Desktop Technical Customer Support II
Position Overview: This position is located in the Client Support organization within the IT department. This position supports the current desktop computing environment and ongoing Desktop Modernization Project (DMP) deployment (configuration of Windows 7/Office 2010, virtual desktop management and thin client deployment). The technical support position is responsible for providing technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.Position Responsibilities: ?Field telephone calls, voicemails and emails from BPA IT clients?Resolves or refers IT issues?Tracks issues using a central incident management application?Run diagnostic programs for troubleshooting or monitoring purposes.?Installation and configuration of Windows XP, 7/Office 2003, 2007 and 2010?Troubleshoot and repair Desktop/Laptop and thin client hardware.?Support peripheral devices (Printers, Smartphones, Scanners etc.)?Adherence to all existing processes, best practices, procedures, and work instructions?Solve technical issues in a professional manner or escalate in a timely manner.?Prioritize work with a focus on client satisfaction and follow through.?Communicate through both written and verbal media effectively.Position Requirements:?5 - 9+ years of experience, Computer Technology or related field?Undergraduate College Degree ? Computer Technology or related field?One or more of the following: A+, MCP, MCSE, MCDST is desirable?Experience/working knowledge of Terminal Services/Citrix is desirableKnowledge of and Skill in Applying:Knowledge of and skill in using?Microsoft Windows XP and/or Windows 7?Skills in Microsoft Office 2003/2007/2010 Suite including Word, Excel, Outlook, PowerPoint and Access?Desktop/laptop and/or server hardware, configuration and troubleshooting?Knowledge of printer troubleshooting?Good oral and written communication skillsSufficient to:?Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required.?Interpret IT client Operating System or server system and product issues and provide resolution when possible.?Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group?Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.?Follow complex procedures and explain technical solutions to a wide range of clients.?Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.Desired Skills:?A+, MCP, MCSE, MCDST or other infrastructure relevant certifications ?Experience/working knowledge of Terminal Services/CitrixAdditional Requirements:?Provide on-call and backup support for existing systems and functions. Location for on-call and backup support may be at BPA facilities or off-site. Required to carry a BPA supplied cell phone/pager and work non-core hours when requested.?Excellent customer service and communication skills.?Working shifts that range from 5:15 am to 6:15 pm?Some travel within the assigned service area to meet with supported employees or attend team or technical meetings is required.?High level of organizational abilities and multi-tasking?General office skills such as phone and data entry skills?Consistently arrive on-time for assigned work shift.?The position is moderately active and requires a minimum level of physical ability sufficient to lift, carry, move and stack IT equipment weighting up to 40 lbs. Bending, stooping, lifting, kneeling, reaching and walking for short distances (up to 500 yards) may be required.?Carry out assigned tasks with a professional demeanor reflected in excell We are an equal employment opportunity employer. You can view all of our jobs online at http://www.appleone.com/?sc=11&id=692203 Keywords: IT
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