Provide 2nd and 3rd level technical support to end user community.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
Maintain overall ownership of user’s issue and service ensuring that they receive resolution within SLAs.
Provide accurate assessment of urgency and business impact on all support calls.
Complete appropriate ticket documentation by providing detailed documentation of all tasks, troubleshooting steps and current status of incidents.
Install, configure, and support computers running Windows 7 and Windows Embedded.
Install, configure and support current common COTS software including Microsoft Office.
Create, load, and manage desktop, laptop, and thin client images using SCCM 2007 and HPDM.
Conduct research on a wide range of computing issues as required.
Schedule and/or perform the repair and/or replacement of defective computer equipment.
Excellent troubleshooting skills, including hands-on experience with HP hardware (desktop, laptop and thin client) running Windows Operating systems.
Proven analytical and problem-solving abilities.
Advanced experience with Windows 7 and Active Directory.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building and customer service, listening, and questioning
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in a fast-paced environment.
Attention to detail.
Ability to lift 50 pounds.
4+ years related work experience.
A+ certification (or equivalent experience).
Strong work ethic, detail oriented.
Sound problem resolution, judgment and decision-making
Experience with TCP/IP and general networking issues
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
Strong interpersonal and organization skills, successful in working both independently and in a team environment.
Experience managing desktop imaging process (creating, updating, version control).
Solid tier 2/3 desktop support (hand on and remote).
Additional desired skills:
Good working knowledge of SCCM 2007 and Altiris.
Working knowledge of McAfee Antivirus and ePO.
Experience with McAfee Endpoint Encryption (SafeBoot).
Experience with Symantec DLO.
MCDST / MCP / MCSE /CCNA certification a plus.
Education Required: 4 year degree preferred
Years of Experience: Minimum of 4 years