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Bangor, ME- Desktop support Technician Level II
4 months ago
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
Required Skills:
• Ticketing
• Peripherals
• Workstations
• Office Administration
• ITIL
• CSS
• Laptops
• Customer Support
• Video
• Soft Skills
• Ownership
• Change Management
• Active Directory
• Deliverables
• Operating Systems
• Team Management
• Infrastructure
• Technical Support
• Procurement
• Troubleshooting
• Security
• Windows
• Education
• Teamwork
• Administration
• Software
• Testing
• Customer Service
• Microsoft Office
• Business
• English
• Communication
• Management