DESKTOP SYSTEMS ENGINEER SR

Company:
Dow Jones & Co. Inc
Location:
New York City, NY
Job Type:
Full Time
Posted:
7/15/2013

Job Description

Senior Desktop Engineer

Under minimal supervision, provides guidance, assistance, coordination, follow-up on customer issues, and real-time desktop support pertaining to all systems applications, hardware and software.
• Responds to more complex issues escalated by all other support personnel.
• Provides 3rd level desktop support including problem recognition, research, isolation and resolution steps for system and application software, PC hardware, and peripherals.
• Provides project leadership, including analysis and evaluation of resource and delivery requirements with project estimates.
• Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.
• Records and logs all details related to support calls dispatched or handled in call tracking system.
• Researches, evaluates and analyzes end-user operations and support processes, and makes recommendations to management on methods for optimizing and improving overall customer service.
• Creates and modifies programs and scripts needed for support infrastructure.
• Performs system software, application and hardware upgrades.
• Analyzes and evaluates 3rd party software products available in the marketplace for potential implementation, and makes recommendation to management.
• Conducts pre-beta production environment testing of new applications.
• Provides guidance and training to support personnel.
• Develops and maintains training programs.
• Provides telephone support to remote users who experience software or hardware problems.
• Provides timely updates and reports to management on all project work and unique assignments.



Company Description


Dow Jones & Company, Inc. is a global provider of business and financial news and information. The Company’s operations are divided into three operating segments: print publishing, electronic publishing, and general-interest community newspapers. The print publishing segment contains the operations of The Wall Street Journal and its international editions, Barron’s and other periodicals, as well as U.S. television operations. Electronic publishing includes the operations of Dow Jones Newswires, Dow Jones Indexes, and WSJ.com among others. Community newspapers published by Ottaway Newspapers, Inc., a wholly owned subsidiary of the Company, include 19 general-interest dailies in 11 states.
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