Senior Desktop Support Engineer
Job Summary:
The Senior Desktop Support Engineer must have a good understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. Candidate must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people. Must exhibit strong analytical skills with problem solving ability. Previous experience in which high levels of initiative, judgment and tact has been demonstrated. Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible. Superior customer service skills in dealing with all levels of personnel. After hours support required.
Duties:
- Installs, maintains and repairs personal computers, laptops, printers, mobile devices and network connections
- Performs troubleshooting and investigation of complex technical information technology issues
- General knowledge of ticket management
- Provides support to end users in the selection, procurement, usage and maintenance of software programs and hardware
- Provides Tier 1/Tier 2 services and help desk functions for common PC and peripheral set up, maintenance and repair problems
- Identifies trends or issues within the corporate computing environment
- Works with Microsoft, and other vendors to resolve problems
- Performs change management duties, including creation, execution and validation of production changes
- Knowledge of hardware and software base HDD replication
- Tier I & II Support of Windows 7 and SharePoint Portal (certifications is preferred)
- Maintain and administer Microsoft Lync telephone system
- Deploy and manage security patches
- Maintains and distributes the core Windows image build
- Supports and maintains software distribution and management processes, including packaging of applications and troubleshooting of software installation issues
- Tests new and changed components being introduced into the Windows 7 environment
- Develops scripts and other forms of automation as necessary to efficiently solve problems within the enterprise desktop computing space
- Assists, as directed, with computer operation scheduling, backup, storage and retrieval functions
- Assist staff with the installation, configuration and ongoing usability of desktop and laptop computers, peripheral equipment and software
- Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Ensures desktop computers interconnect seamlessly with diverse systems: validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
- Works with IT Management to purchase hardware and software
- Troubleshoot and resolve desktop laptop connectivity issues on the LAN and WAN including remote VPN connectivity
- Orders computer supplies
- Able to create and maintain software deployment packages via SCCM
- Maintain laptop security utilizing Wave Encryption System
- Maintain printing environment through Equitrac system
Skills and Qualifications:
- 1+ year working with and configuring Windows 7
- Experience troubleshooting hardware issues and replacing hardware on both desktops and laptops
- Experience installing software, patches and updates to desktop, laptops and server systems
- Must demonstrate network troubleshooting skills including, software and printing issues
- Hands on experience with Active Directory
- Hands on experience with Hyper-V virtual machines
- 5+ years experience with desktop imaging
- Experience with SCCM
- Excellent customer service skills
- ITIL and SDLC experience is a plus
- Knowledge of Wave Encryption system
- Knowledge of Equitrac printing systems
Education:
- Bachelor degree in computer science or related field or equivalent training/education preferred
- Microsoft MCTIP Certification preferred
Rivet Software is an equal opportunity employer.
Want to join our team? Qualified Candidates please submit your resume and salary requirements when applying for this job.
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