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Bangor, ME- Desktop support Technician Level II

4 months ago

Bangor, United States Heunets Full time
Job DescriptionJob Description

Desktop Support

This position assists staff with technical support of desktop computers, applications, and related

technology. Support includes specification, installation, and testing of computer systems and peripherals

within established standards and guidelines. Activities require interaction with application software and

operating systems to diagnose and resolve unique, non-recurring problems.

1. Partner will provide

(a) High-level analysis and technical support for customers and their networked computers and

peripherals.

(b) Interface with multiple levels of end users, management, VIPs and local technical staff.

2. Main Responsibilities include:

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues

regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

Hands on role where expected to provide 1st line IT support services to the business community

ensuring that all requirements are met within agreed service targets

To provide infrastructure administration functions

Providing on-site cover as part of a shift arrangement

Being prepared to work out of hours when required and to provide out of hours on-call support

cover as required

Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and

restoring settings and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests and service requests by utilizing a Customer

ticketing system to track tickets and provide up-to-date status and information.

Move equipment associated with escalated help desk incidents and service requests

Performing asset inventory activities as needed.

Trains and orients staff on use of hardware and software.

Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure

longevity.

Works with procurement staff to purchase hardware and software.

This position requires the ability to work in a project-based environment requiring flexibility and

teamwork. Performs other duties as assigned.

3. Technical Requirements

Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone

etc.

Strong technical skills in Microsoft Windows desktop operating systems and business

productivity applications i.e. Office

Administration experience of MS Active Directory users & groups, policies and management

concepts

Effective communication by Engineer in English and local languages is mandatory

4. Soft Skills

Strong written and verbal communication skills (English and local language)

Ability to provide consistent, excellent customer support to entire staff, representing a variety of

personalities and management levels

Team Management for L1 resources

An individual with a minimum of 3 years supervisory experience

Strong customer service skills

Ability to interact with customers so as to ensure that the service is polite, efficient and

responsive

Must be detail oriented and self-motivating

A self-starter with ability to work on their own initiative

To work through issues analytically to a successful conclusion

5. Desired Experience

Deliverables to include ensuring the proper levels of run and maintain support and hands-on

assistance for IT infrastructure projects /upgrades (workstations)

Strong Microsoft Office skills (Outlook, Word, and Excel)

Thorough understanding of Outlook's calendaring tool

Understanding of Exchange functional accounts and how they are used within Microsoft

technologies

Background security check required

Additional language skills (English and local language)

Experience of managing and leading a geographically and culturally diverse team

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

6. Years of Experience

At least 5-6 years of experience in the field or in a related area required

Prior experience on Desktops, Workstations, Notebooks and Printers

Collaboration experience including remote control of PCs and video conferencing knowledge

7. Certification requirements

Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change

Management preferred

8. Education requirements

Total: 3-4 years of University education post High school (B.Sc. or Diploma)

Bachelors / Masters / Equivalent