Lotus Notes/Kesaya Help Desk

Sr. Help Desk - Lotus Notes/Kaseya

Location: Atlanta, GA

Contract - 12 months

This position provides telecommunication, desktop hardware and software support that include: installation of network printers and software, Workstation configuration, network connectivity resolution and related troubleshooting.  This position has a special focus on IT projects needing end system technical expertise.  Expert support knowledge of Windows XP/7, Lotus Notes, Wireless Technology, Remote field connectivity (Blackberry and VPN), MS Office, and hard disk imaging

Primary Responsibilities:
1. Provide second and third level support for complex problems
2. Cross over to the Network Operations Group
3. Assist in the developing and deploying of computer images for laptop and desktop systems
4. Support the set-up and maintenance of all end user hardware and software
5. Provide primary support for the video conferencing solution
6. Assist in the support of all wireless users
7. As assigned, completely configure, test and install file, application and print Servers
8. Record and resolve or escalate incoming support requests in various ticket tracking tools
9. Work with telecommunications provider in the support of audio conferencing
10. Pro-actively suggest improvements to reduce incoming service requests
11. Interact with network services and application developers to restore service and/or identify and correct core problems
12. Track various IT assets with software/hardware tracking system(s)
13. Facilitate communication upward and across the team including status updates, variances as well as technical information
14. Transport, pack and unpack IT related equipment for installation or shipment
15. Provide quality customer satisfaction, technical expertise, accuracy and timeliness in delivery
16. Ensure Security policy is followed in regard to systems access
17. Unlock user accounts and reset user passwords
18. Provide on call after hours support as needed which could include some weekend work
19. Responsible for the proper usage of, awareness of, and compliance with Information Technology security policies.
20. Seeks to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats

Experience Required
4+ years experience in Information Technology Client Support
2+ years Lotus Notes
Kaseya
McAfee ePO
A+ Certified
SQL Server

Preferred
4+ years Help Desk/Call Center experience
MCSE certified
Basic AS400 Experience
Blue Coat

Skills   
Expert support knowledge of Windows XP/7, Lotus Notes, Wireless Technology, Remote field connectivity (Blackberry and VPN), MS Office, and hard disk imaging
Ability to solve advanced problems and trouble-shoot complex issues
Strong multi-tasking skills with the ability to handle multiple priorities

Competencies:
Very Strong Communication - Both oral and written
Customer Service
Technical Knowledge - Overall understanding of applied information technology
Team-Oriented
Analytical
Detail-Oriented
Initiative
Problem-solving
Planning and Organization

Education
Bachelor's degree in Computer Technology, MIS, or Computer Science; or the equivalent education, certification or relevant experience