Desktop Technician

Duties and Responsibilities

• Supports Service Delivery, adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Gathers data and compiles reports on KPIs, SLAs and other relevant data for management review
• Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units
• Aids in the development and implementation of short and long term solutions, including planning, testing and implementing new and enhanced systems, while remediating production impacting incidents and outages
• Collaborates with vendors on break/fix issues as necessary
• Images, installs, and supports software for all workstation types
• Troubleshoots, supports, and repairs hardware

Qualifications

• High School Diploma or equivalent required
• Minimum of five (5) years technology service delivery experience in a corporate and high availability environment, required, including knowledge of end-user and network based hardware and software for Desktops, Laptops, MAC, printers, scanners, routers, switches, mobile devices
• Experience with service delivery modes, processes, techniques and tools, required
• Knowledge of Microsoft Operating systems (XP, 7) and Microsoft Office Suite software, and Microsoft technologies, including Active Directory, DHCP, DNS, GPOs, etc., required
• Knowledge of Citrix, Networking (TCP/IP, DNS), required
• Excellent written and oral communications skills as well as analytical and organizational skills, required. Experience with CA Desktop and Server Manager and CA Service Desk or other ticket tracking software, preferred
• ITIL v3 Foundation or Six Sigma Certification, preferred