Responsible for maintaining, troubleshooting, and supporting an organization’s IT infrastructure, systems, applications, and end users. The role typically combines technical support, system administration, monitoring, troubleshooting, and infrastructure maintenance.

• 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.

• At least 2 years of desktop support experience or combination of education/certifications and experience.
  • 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