Desktop Support Specialist

4 weeks ago

Horsham, United States Pan Asia Resources Full time

Desktop Support Specialist
Location: Horsham, PA / Danvers, MA
Duration: 12 Months

JOB DUTIES
• Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.
• Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.
• Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.
• Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.
• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Acts as a technical liaison with user groups and other IT partners for systems support and implementation.
Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.
• Responsible for partnering with the business units supported to understand the business impact of support issues.
• Responsible for the analysis, design, and implementation of desktop technology life cycle management processes including technology procurement, refresh, and disposition.
• Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.
• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
• Supports Data Center related activities such as Tape Management, maintenance of Site Profile records and escorting of vendors into Data Centers.
• Demonstrates creativity and initiative in problem solving.
• Technical documentation of hardware/software additions or changes.
• Updates inventory additions and changes to the inventory database.
• Updates and closes trouble tickets and service requests.

SKILLS NEEDED
• 2+ years of progressive experience in the desktop environment.
• Advanced knowledge and understanding of Windows desktop operating systems.
• Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with expert level knowledge in at least one area of specialization.
• Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.
• Ability to perform troubleshooting and analysis of PC hardware, PC operating systems
(Win95, WinNT, Win2000, WinXP, Windows 2007) and office automation software, with
expert level knowledge in at least one area of specialization.
• Ability to perform troubleshooting and analysis of Microsoft Office Suite of products
including versions 2007 and 2010.
• Intermediate knowledge and understanding of LAN environments
• Intermediate knowledge of communication protocols
• Intermediate knowledge of PC-to-Mainframe access.
• Intermediate knowledge of Data Center environments.
• Intermediate knowledge of LAN based e-mail systems (e.g., Outlook, MS Exchange)
• Creativity and advanced problem solving skills that lead to effective solutions to complex and varied problems.
• A demonstrated ability to encourage and model positive cross-team partnerships.
• Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
• Audio Video setup and troubleshooting skills.
• Knowledge of printer Maintenance.

VIP PROFILE REQUIREMENTS
Qualities include:
• Professional, confident, polite, Positive attitude, patience and a sense of urgency.
Candidate must be customer service orientated and timely.
Expected skills:
• In addition to those above, ability to articulate technical issues with senior
management; accountability.
Communication:
• Strong communication skills - Written, verbal and listening.

Soft skill requirements:
• Able to work in a high pace environment
• Ability to work under pressure
• Adaptability to frequent changes
• Communication skills that transmit clarity, confidence, respect and professionalism.
• Demonstrates willingness to work in a team environment
• High focus on problem solving, including analysis, logical reasoning, lateral thinking and observation.
• Demonstrates a strong work ethic, including integrity, dependability, commitment and self- motivation
• Interpersonal skills such as Networking, Patience, and Tolerance are a requirement
• Demonstrates time management skills including prioritizing, planning, decision making and focus
• Attention to detail is a requirement, by applying critical observation and active listening.
• Project Management related skills and experience are a plus.

PREFERRED QUALIFICATIONS
• College degree in Business or Computer Science
• Microsoft Certified Systems Engineer (MCSE)

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