Technical Support

Job description

The IT division is seeking an experienced Technical Support Lead for our US locations. Detail-oriented, pragmatic, multi-taskers with excellent internal customer service and communication skills will be particularly attracted to this challenging and rewarding position.

 Duties & Responsibilities

  • Manage Track-IT Helpdesk platform.
  • Act as an escalation point for other helpdesk members on all issues before escalating issued to management.
  • Build and maintain relationships with business unit leaders.
  • Provide Level 1/2/3 support to all users in our NYC, Scranton, Santa Monica, Minneapolis offices as well as sales and other remote users.
  • Analyze and solve all problems relating to PCs, laptops, MACs, printers, phones, PDAs, tablets, and cabling.
  • Install PC hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
  • Create and deploy workstation images via Microsoft Systems Center Configuration Manager 2012.
  • Manage Mac servers and end user devices.
  • Manage the breakdown, relocation, and setup of workstations to accommodate user relocations, site remodels, and new location installations as assigned.
  • Process new user account / email setup, and departing user account retirement.
  • Ensure Windows and Mac devices are kept up to date with security updates.
  • Ensure all end user devices are protected and managed by Symantec Endpoint Protection.
  • Facilitate building access / security requests.
  • Train users on the PC operations and standard applications as required.
  • Research, test, recommend, price, purchase and deploy end user workstations and devices.
  • Manage print servers and print queues.
  • Maintain end user device inventory.
  • Travel to locations in Pennsylvania as required to support the user communities in those locations.
  • Off hour and weekend availability when required for projects or emergency support.
Qualifications:

Desired Skills and Experience

Experience

  • 3+ years of experience in an IT Sr. Support Analyst or Team lead.
  • Windows 8, Microsoft Active Directory and utilization of GPOs.
  • Support of MACs joined to an AD domain.Microsoft Office and PC hardware installation and troubleshooting.
  • WSUS and Microsoft System Center’s Configuration Manager.
  • Enterprise anti-virus solutions, i.e. McAfee ePO.
  • Helpdesk ticketing systems, i.e. Track-it by Numara.
  • Mobile device management including IOS and Android devices.

Skills & Abilities

  • Proven ability to multi-task, juggle multiple projects and effectively determine priorities.
  • Excellent internal customer service skills.
  • Excellent communication skills – written and oral.
  • Windows PC/laptop management via Active Directory, MS System Center Suite.Proven analytical, troubleshooting and problem solving skills.
  • Strong research skills to find and effectively evaluate new products and technology.
  • Adaptable and flexible in a fast changing industry and work environment.
  • Ability to work under pressure and meet tight deadlines.
  • Attention to detail and strong organizational skills.

  Education

  • Bachelors degree or equivalent in Computer Science or related field.
  • CompTIA A+ certification preferred.
  • MCTS or better preferred.

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