Customer Support II
Description of Duties: * Provide Level-2 support through assessing and assigning Help Desk requests via telephone and email; ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community * Support for critical business applications * Support for hand-held data devices such as Blackberry, iPhone and iPad * Management of Desktop virus control * Assist with an organization of large desktop moves / deployments, application upgrades, and new office set-ups * Assist with the day to day Help Desk activities * Handle on-call work assignments and emergencies as required by rotating evening, weekend, and holiday on-call schedules * Handle other tasks or projects as assigned * utilize your high level of skill in installation planning * Utilize your high level of skill in scheduling and resource management for project completion * Utilize your ability to analyze and seek solutions to complex problems * Perform demonstrated skill in written and oral communication * Must be able to lift and carry computer equipment * Develop and maintain positive working relationships The successful applicant will possess the following requirements (items are required unless noted otherwise): Education: * Any combination of education and experience equivalent to graduation from High School (Diploma / GED) or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities * A College Degree (a BS degree in Computer Sciences is preferred) Certification: * A+ Certification, MCP (Windows XP / 7), and/or MCSE are preferred, but not required Experience: * Minimum 5 years of experience in a technical position with primary responsibilities in user support in the Microsoft environment which includes Windows XP / 7 and Office 2003 / 2010 * Minimum 3-5 years of experience managing Active Directory objects within a Windows 2003 / 2008 Server * Minimum 5 years of experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, and WINS * Minimum 5 years of experience with business applications; experience in report writing; creating user documentation; and/ or specifications, etc. * Citrix Client experience will be a plus * Minimum 3 years of experience in supporting Microsoft Outlook in a Microsoft Exchange environment * Minimum 3 years of experience working with software imaging / deployment solutions * Symantec Altiris is a plus * Previous experience supporting MAC OS X in a Microsoft environment, specifically supporting Entourage and VMware software
Los Angeles, CA
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