Desktop Technical Customer Support * at Spokane

Desktop Technical Customer Support

Client Support

Overview:

This position is located in Spokane, WA. in the Client Support organization within the IT department. This position supports the current desktop computing environment and ongoing Desktop Modernization Project (DMP) deployment (configuration of Windows 7/Office 2010, virtual desktop management and thin client deployment). The technical support position is responsible for providing technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.

Responsibilities :

Field telephone calls, voicemails and emails from IT clients

Provide 2 nd tier/advanced technical support related to desktop technologies

Track issues using a central incident management application

Resolve or refer IT issues

Interpret IT client Operating System or server system and product issues and provide resolution when possible.

Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group Run diagnostic programs for troubleshooting or monitoring purposes.

Handle excess workload associated with multiple projects (myPC/Win7, CEP 3.5)

Installation and configuration of Windows XP, 7/Office 2003, 2007 and 2010

Troubleshoot and repair Desktop/Laptop and thin client hardware.

Support peripheral devices (Printers, Smartphones, Scanners etc.)

Create, edit, and update process documentation

Adher to all existing processes, best practices, procedures, and work instructions

Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.

Follow complex procedures and explain technical solutions to a wide range of clients.

Requirements:

10+ years of experience, Computer Technology or related field is required

Undergraduate College Degree is preferred, or in lieu of degree, an equivalent of 4 additional years experience (14+ years total) in Computer Technology or related field is required

One or more of the following certifications is desired: A+, MCP, MCSE, MCDST

Experience/working knowledge of Terminal Services/Citrix is desired

Proficiency in the use of the full Microsoft Office suite Microsoft Office 2003, 2007, and 2010 (Outlook, Word, Excel, PowerPoint, and Access) and other office automation/production software is required

Demonstrated experience and skill in using Microsoft Windows XP and/or Windows 7

Desktop/laptop and/or server hardware, configuration and troubleshooting

Knowledge of printer troubleshooting

Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technology.

General office skills such as phone and data entry skills

Additional Requirements:

Provide on-call and backup support for existing systems and functions. Location for on-call and backup support may be at Company facilities or off-site. Required to carry a supplied cell phone/pager and work non-core hours when requested.

Working shifts that range from 5:15 am to 6:15 pm

Up to 20% travel within the assigned service area to meet with supported employees or attend team or technical meetings is required.

The position is moderately active and requires a minimum level of physical ability sufficient to lift, carry, move and stack IT equipment weighting up to 40 lbs. Bending, stooping, lifting, kneeling, reaching and walking for short distances (up to 500 yards) may be required.

Carry out assigned tasks with patience, analytical reasoning and problem solving abilities

Provide a sustainable IT infrastructure by supplying cross training and functional documentation

Meet timelines, milestones, project expectations, and provide status updates

Display calm and a customer oriented attitude in fast-paced and sometimes stressful conditions.

Consistent punctuality required.

High level of organizational abilities and multi-tasking

Must be a US Citizen.

Equal Opportunity/Affirmative Action Employer


Country: USA, State: Washington, City: Spokane, Company: ACS Professional Staffing.