Overview
Responsibilities
- Receives and responds to workflow requests in the form of trouble tickets through the Remedy ticketing system.
• Spots problem trends as they emerge. Reduces overall numbers of problems through effective root cause analysis and long term fixes.
• Performs installation, relocation, troubleshooting, repairs and preventative maintenance of desktop devices and software applications.
• Organizes and addresses assigned tickets in appropriate priority order.
• Drives site level implementations of new pc hardware, application rollouts, and client specific ramp activities as it relates to the desktop.
• Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.
• Analyze, evaluate, and prioritize workload of pc techs in your region.
• Accountable for all pc support delivery quality for assigned region.
• Responsible for IT inventory/asset management for assigned region.
• Position requires minimal supervision and is responsible for developing site level standard operating procedures and supporting documentation.
Qualifications
• A+ certification is an advantage; MCDST desired; current MCSE highly desirable.
• Experience supporting desktops, laptops, handheld devices and some remote voice/data infrastructure.
• Experience working in a large, fast paced, call center environment utilizing VOIP technology.
• Advance knowledge of Windows XP and Windows 7.
• Good understanding of Active Directory, GPO’s, and software deployment.
• Must be a strong team player with a positive attitude and tenacity to complete the mission.
• Must be an excellent communicator/facilitator; ability to interface with clients at all levels.
• Must be able to effectively partner and build relationships with key internal business clients and supporting staff.
• Uses consensus approach to drive site wide changes and initiatives.
• Highly proactive; addresses site level issues with appropriate sense of urgency.
• Applicant must be willing to travel and be assigned in different locations
• Applicant must be willing to work on Graveyard shift, render Overtime and be on-call
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