Temporary Tier 3 Desktop Support
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Job Description
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The Desktop Support Technician III plays a crucial hands-on role within the Global Technology Services team and is responsible for day-to-day operation of IT equipment (PC, server, voice and data backup; IT infrastructure). The technician accomplishes this by providing both, remote problem solving and hands-on technical support to personnel within their facility or facilities. This person also trains/mentors end users in use of equipment and software. The technician must build a strong working relationship with the user community in the assigned site(s) and must be able to represent their needs within the wider IT community. Work is completed with a sense of urgency, reducing downtime and with a customer service focus in a collaborative manner. The position reports to a Global Technology Services Regional Supervisor and must be on call 24/7.
RESPONSIBILITIES:
- Responsible for maintaining the Client site IT infrastructure.
- Assist with operation and drive consolidation of heterogeneous Windows and Apple based server / desktop / notebook computers to enterprise standard platforms
- Implement desktop software deployment strategies, images and patching
- Responsible for installing and configuring desktop, desktop software and peripherals
- Provide field support for site asset management and tracking for sites supported
- Maintain and monitor desktop service levels with IT service providers
- Facilitate delivery of ITIL-related processes (e.g., configuration management)
- Monitor service utilization to meet infrastructure demand
- Ensure the accuracy of site(s) information including asset tracking, documentation and service guides.
- Perform trending and continuous improvement analysis within areas of responsibility
- Partner effectively with IT resources to provide reliable end-to-end IT service delivery
- Provide input to help establish site infrastructure strategy
- Understand Client’s history, culture, products, footprint and strategy with Client’s values and ethics guidelines
- Remain aware of infrastructure technology trends, identifying opportunities for business growth and productivity improvement through technology deployment
- Participate in continuous improvement activities
- Accountable for time management and time reporting
- Ensure timely detailed updates of Client’s ticketing system
- Provide high-level of IT service and quality to both internal and external customers
- Responsible for the site’s SOX controlling and testing where required.
SKILLS & CORE TRAITS:
- 3-5 years of increasing IT responsibility in a matrixed, global organization
- 3-5 years supporting global IT desktop services, including configuration, patching and diagnosis of server/desktop/PC systems
- 1-3 years operational support for terminal servers (e.g., CITRIX) and management of Microsoft Active Directory contents
- 1-3 years of operational support for Windows Server, Backup software, Linux, and other OS.
- Experience in handling different aspects of Project management plus.
- Takes ownership of decisions, actions, challenges, and solutions
- Applies keen problem-solving skills to implementing cost-effective solutions
- Demonstrates refined written and verbal communication skills, fosters open communications, listens effectively, and builds strong partnership networks that result in consistent forward momentum
- Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions
- Takes initiative to complete critical tasks, especially in team settings with dependencies on other people
- Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities
- Steps outside of “comfort zone” to tackle new issues/challenges in an aggressive manner; deals well with ambiguity in a fast-paced, cutting-edge, and entrepreneurial environment
- Challenges the status quo to generate new ideas and implements unique solutions to fix challenging problems
- Collaborates and openly seeks and shares information across teams and departments
- Has a solid background in his or her technical field and continually augments experience and skills with the latest research results and techniques
- Demonstrates a bold commitment to the total alignment of actions, words, and professional beliefs
- Willingness to travel as required, an estimated 10%.
How to Apply
please email all resumes to courtney@trinityrg.net
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