Desktop Support Level 1 and Level 2

Confidential Company
New York, NY
Job Type:

Job Description

NO RECRUITERS PLEASE! JUNIOR POSITION 2 - 4 YEARS OF EXPERIENCE. Serve as the desktop subject matter expert and go to person within the helpdesk group of our New York office (financial district in midtown Manhattan). Technology is central to our success. Our systematic approach and creative use of technology makes our proven track record possible. This firm is known to be thought-leaders in the industry and we are recognized as "Best in Breed". As a result, our employees possess creativity, initiative, conceptual intelligence, and personalities that are not only bent on self-improvement, but also open to giving and receiving direct criticism in an environment where every employee is encouraged to challenge and criticize management of all levels. Working as the desktop guru you will need to be deeply technical, and be ok with working as an individual contributor at the helpdesk level; you will need to provide quality, advanced desktop support by diagnosing problems and remediating them in a timely fashion, and you will need to continually improve support processes by working closely with helpdesk team on new initiatives. Responsibilities • Act as the problem Solver, providing 1st and 2nd level desktop support incidents and problem escalations from the Help Desk. You will perform advanced troubleshooting on the following: • Operating systems (Windows 7, Windows 2003 Server, Windows 2008) • Desktop Provisioning • Hardware (Desktops, Laptops, Servers, Tablets, Thin Clients, Printers, WiFi APs, Switches) installation and testing • Basic knowledge of Active Directory, GPOs, OU, Account/Mailbox Administration • Excellent knowledge of core applications (Office, IE, Adobe Reader, Adobe Flash, etc) • Very good knowledge of Patch Management/Desktop Software Deployments • Performance issues • Problem management o Own the problem management process, including communications to the business o Diagnose and remediate desktop/Server problems (level 1 and level 2) o Maintain the Workstation build (eg image, scripts) o Forecast, rationalize, plan and coordinate necessary patches and upgrades o Perform life cycle management for core desktop applications o Maintain support documentation o Partner with helpesk team on new initiatives/projects and ensure newly engineered solutions meet operational requirements Requirements • Bachelor's degree or equivalent experience • Must have 2-4 years of desktop and (basic server) support or engineering experience with strong troubleshooting, problem solving and configuration skills, preferable in a small to medium sized environment • Basic Technical knowledge of as many of the following skills is required • Operating systems (Windows 7, Windows 2003, Windows 2008) • Microsoft Server Technologies (Exchange 2010, Active Directory, SCCM,) • Hardware (Dell Poweredge Servers, Dell PCs, Nortel/Cisco Switches, Mobile devices: blackberry, iPhone Android) • 3rd party (Citrix, Veritas KVS, Backupexec, BES) • Experience working in desktop support or operations organizations • Ability to think conceptually as well as in a process and detail oriented fashion • Ability to remain calm and agile in times of stress • Ability to approach and solve problems both individually and as part of a team • Ability to anticipate, identify and proactively implement short and long-term business needs or operational improvements • Reflect the firm's core values of truth, self-reflection, transparency and integrity • Excellent logical and critical thinking skills • Excellent verbal and written communication skills Preferred Qualifications and Skills • MCSA (2008) • A+ • Network+

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