As part of the Infrastructure team you will be responsible for day to day desktop-related and Level 2 Service Desk support for end users and 250+ computers.  

PRIMARY DUTIES AND RESPONSIBILITES:
 

• Work diligently to maintain a highly visible and positive presence on the floor with end users.
• Document, track, and monitor problems via TrackIt! ticketing to ensure a timely resolution, providing end users with status updates and communicate needs to IT teams.
• Maintaining process documentation based on feedback and supervisor approval.
• Allocate and coordinate equipment inventory as it relates to new hires, terminations & internal moves.
• Assist in maintaining an inventory of corporate hardware and software assets; including software licenses and original media in organized fashion.
• Inventory of local expendable supplies (patch cables, monitors, USB cabling, drives, etc.) and work with Level 1/purchasing staff to maintain spares depot and ensure proper stock levels are maintained
• Develop and maintain positive working relationships with IT, end users and overall organizational departments.
• Help manage Systems Center Configuration Manager as it relates to desktop administration.
• Remain current on company-wide system enhancements of software, hardware and data communication.
• Interpret current and emerging technology and how they apply operationally, and acts as desktop integration specialist for new technologies.
• Coordinate arrangements for repair of malfunctioning computer equipment with vendors. Maintain periodic maintenance of equipment.
• Coordinate, prepare and provide end user desktop/device technical training and/or documentation as needed.
•  Assist the System Administrators with server room hardware assistance as needed.
• End user support including Citrix connections, printing issues, and applications troubleshooting.  Provide technical services and support for all aspects of systems including hardware, software, infrastructure and users.
• Providing Level 2 PC Support both on-site and via remote access.
• Build new workstations and laptops to developed standards.  Work with departments and users to establish operational needs of new hardware, and build to specifications including testing of units and deployment.
• Coordinate and communicate on rollouts, upgrades and office moves of moderate scope.
• Rotating on-call after hours end user support and helpdesk triage to other IT teams.  Provide Level 1 incident handling and escalation to appropriate on-call staff as needed.
• Support Video Teleconferencing sessions by performing on-site equipment turn-up, fault reporting and post conference equipment turn-down
• Assisting with long-term strategic Infrastructure projects where time permits.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
 

• Ability to ask questions and seek clarification to gain complete understanding of undocumented procedures before executing.
• Attention to details.
• Customer Service Orientation.
• Ability to properly identify, classify, and escalate issues and system alerts to management for timely resolution, such that the IT department will provide service continuity to the organization in a 24x7 Service Level Agreement (SLA) environment.
• BA/BS and  experience with Service Desk and Desktop Support/troubleshooting, hardware/software break-fix in a Wintel enterprise environment.
• General knowledge of ITIL Service Operation Process concepts.
• Ability to provide after-hours support on a rotational "on-call" basis & work "off-hours" as needed
• Manage multiple projects simultaneously, coordinate technical activities, and prioritize workloads
• Demonstrated take ownership attitude
• Demonstrated time management skills, be able to work independently & with a team to develop solutions & manage multiple tasks
• Experience documenting IT related procedures & processes to improve overall team knowledge
• Detailed knowledge of installing, configuring & troubleshooting: Microsoft Desktop technologies, Office suite, Citrix client, IBM iSeries 400 client, Printers, phone/PBX systems, desktop/laptop hardware components
• Experience in managing a geographically dispersed desktop environment a plus
• Knowledge of Active Directory and network services (DNS, DHCP, and WINS).
• Experience configuring and troubleshooting PDA’s and/or Smart phones