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Desktop Support Technician

Eingestellt von AGILE

Gesuchte Skills: Support, Citrix

Projektbeschreibung

DESKTOP SUPPORT TECHNICIAN

SKILLS: Citrix XenDesktop, formal ITIL Methodology, Windows, MS Products, troubleshoot/support

SUMMARY:

As Level 2 support, the Desktop Support Technician provides users with guidance and support by taking ownership of Desktop problem resolution. The Technician acts as a key contact for on-site and remote users for PC and software problems and inquiries. The Desktop Support Technician installs and supports software, peripheral hardware devices, and all PCs both desktop and laptops. The Desktop Support technician provides constructive feedback to the Desktop Support Manager to improve our environment and empower level 1 resources to resolve issues on the customer's first call. This position may also need to provide routine off-hour and weekend support through a rotation schedule, and may be called on to provide emergency Business Continuity/DR support. You will be responsible for resolving help desk tickets escalated from Level 1 Help Desk with minimal direction. Engaging necessary support resources, both internal and external to understand and correct cause of the problem. This support role includes hardware delivery, setup and maintenance; you will maintain and update work log on all open tickets daily. Communicate with business contacts as necessary with updates on progress and status. This is a 3 month contract with a possible extension.

RESPONSIBILITIES:

- Installs and ensures user satisfaction of new PCs/laptops for user community.
- May need to image/re-image new PC's and laptops.
- Maintains contact with business unit users updating them on operational and production problems. Instructs business unit users where necessary on new and existing software tools.

QUALIFICATIONS:

- College degree, or Associate degree and 5 years related work experience, or equivalent non-degree training and 7 years related work experience required
- Excellent verbal and written communication skills
- Excellent customer service skills
- Strong knowledge of Citrix XenDesktop
- Experience with formal ITIL methodology
- Strong knowledge of Windows OS and MS Office products
- Strong troubleshooting skills
- Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
- Ability to handle multiple competing priorities
- Ability to work with minimal supervision
- Ability to provide 24/7/365 support if necessary to support business needs
- Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
- Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs

PREFERRED QUALIFICATIONS:

- Bachelor's degree in Computer Science, Business Information Systems, or related field is recommended with 3 to 5 years related experience preferred
- Help Desk/Desktop Support related experience (Level 2) preferred
- Knowledge of Dell desktop PC's and laptops a plus
- Knowledge of software related to the Insurance industry preferred
- Some knowledge of ITIL methodology a plus
- Microsoft certification preferred
- A+ certification preferred

Projektdetails

  • Einsatzort:

    Fort Worth, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    3 month Contract W/poss Extension

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

AGILE