Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST NEEDED IN CARMEL, IN

The Tech Support Specialist monitors business processes including scheduled jobs, environment, data replication, EDI claim counts, and WAN circuit bandwidth. Logs and assigns helpdesk tickets to appropriate staff; keeps customers informed; and analyzes and reports trends; escalates advanced help requests to appropriate teams. Provides desktop user support including hands-on diagnosis and fixes for Windows and Office; upgrade software as needed.

Monitors hi-cap printer and delivers scheduled, confidential print jobs. Monitors and manages backup tapes, processes, and courier pickups. Manages application of security patches/hotfixes to workstations and other devices. Provides user training in Windows 7, Office 2010, and common utilities. Utilizes Scripting to automate repetitive administration tasks. Provides end-user VoIP support. Creates and edits documentation. Provides feedback to management on mechanisms to improve efficiencies. Develops and refines help desk procedures to increase customer satisfaction. Responds to alerts generated by enterprise monitoring solution.

REQUIRED SKILLS:

- Ability to create images from scratch; build and maintain machine images for Windows XP/7. Evaluation and deployment of Third Party and Microsoft security patch collections, packages, and advertisements.
- Thorough knowledge of Microsoft Windows 7/XP environments, and some Active Directory and Group Policy.
- Hands on experience with deployment and/or support of Client Server systems.
- Working knowledge of networking technologies and Windows; basic knowledge of TCP/IP.
- Strong customer service and customer support skills.
- Excellent written and verbal communication skills.
- Demonstrated teamwork behaviors. Strong technical, research, problem-solving, interpersonal, and communication skills and is interested in continually learning.
- Associate or Bachelor degree in Information Technology or related field and at least three years related experience.

Preferred certifications: Comp TIA Network+ Certification, Microsoft MCTS Windows 7, MCP XP/Windows 2003.

PREFERRED SKILLS: Ability to create batch files or scripts. Experience using and supporting encryption technologies. Experience with Sharepoint a plus. Experience with network and machine monitoring using an SNMP tool such as WhatsUpGold. Understanding of software distribution tools and methods such as Altiris, Landesk, or SCOM, and ancillary tools such as SYSPREP.EXE.

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