Specialist, PC Support II

Requisition ID: 21176 | Full Time | Digital/IT | Melville, NY (CSC)

About the role

This position provides operational support for all Desktop/Laptop and End-User devices, including PC, Mobility, and other End-Use devices.

Responsibilities

• Provides efficient day-to-day operational support for all Desktop/Laptop and End-User Devices throughout the company.
• Provides 7x24 support for all PC/Mobility/End-Use Devices, including off-hours support for critical issues.
• Ensures internal and external customer satisfaction at all times.
• Identifies and implements improvements to enhance customer satisfaction on a continual basis.
• Develops and performs hands-on advanced (2nd and 3rd level) troubleshooting and repair procedures for hardware, software, and related End-User devices and peripherals as needed.
• Performs software installations on all desktops/laptops and End-User devices.
• Performs software distribution and patch management/distribution tasks as required.
• Documents all support work on a timely basis, within the guidelines of the PC Support Team and the Service Desk System processes.
• Adheres to all standards for desktop/laptop and end-user devices and software platforms utilized on the MSC Network.
• Adheres to all defined standards for naming, documentation, and security with regards to distributed systems, network, and other related systems.
• Works closely with the Distributed Computing Systems Team to support all Citrix Clients and Servers.
• Creates PC Support related documentation as required.
• Performs appropriate change control procedures with regards to all PC Support systems.
• Participates in the process for purchasing, evaluating, and tracking of PC hardware, software, and other End-User Devices and peripherals.
• Works closely with the IS Service Desk to ensure the team is ready to offer second and third level technical support.
• Produces and presents weekly status reports to I.T. Management.
• Leads PC Support related projects utilizing internal and external resources as required.
• Assists in developing and tracking all PC Support related project budgets as required.
• Participates in the adherence to these budgets and takes corrective action as necessary.
• Consults with MSC departments, associates, and business partners to ensure understanding of the PC Support Group's business impact on each.
• Maintains leading-edge knowledge of PC, Android/iOS mobile devices, End-User devices and peripherals related technologies and their potential applications to MSC's business strategy.
• Ensures the confidentiality of sensitive information.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participates in special projects and performs additional duties as required.

Requirements

• Associate's Degree in Computer Science or equivalent experience is required.
• Minimum of 3 years of demonstrated skills and in-depth knowledge of PC – Desktop and Laptops, Mobile Devices, peripherals, and client/server technology.
• Hands-on experience with Windows 10, O365, Active Directory, and VPN required.
• Certifications such as A+, MCSE, or ITIL are preferred.
• Experience with Citrix/Netscaler is required.
• Macintosh experience will be viewed favorably.
• Minimum of 3 years experience in a tier 2 technical support position providing break/fix and desktop support services.
• A valid driver's license and the ability to travel up to 5% of the time may be required.
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
• Applicants must be currently authorized to work in the United States.

Skills

• Solid understanding of Active Directory and Group Policies.
• Solid knowledge of building and maintaining corporate desktop/laptop images.
• Solid understanding of Windows registry and edits.
• Working knowledge of Server Backup and tape inventory using products such as Arcserve.
• Working knowledge of McAfee ePolicy Orchestrator or similar product is a plus.
• Working knowledge of Android, IOS configuration.
• Working knowledge of VMware virtualization is a plus.
• Solid understanding of Terminal Services and thin client computing.
• Solid understanding of VPN, dual factor authentication, remote access, wireless routers, mobile devices, and firewalls.
• Understanding of Internet technologies, including encryption, SSL, Browsers, firewalls, and proxies.
• Hands-on experience supporting Windows 10, Microsoft O365, and Adobe products.
• Hands-on experience with Software Distribution Tools such as Managesoft, Big Fix, or Alteris.
• Solid understanding of TCP/IP, DNS, WINS, DHCP, and Windows networking fundamentals.
• Ability to engage and work effectively with vendor resources and internal resources.
• Excellent customer service skills related to providing desktop support.
• Solid verbal and written communication and documentation skills.

Pay

Compensation starting at $65,660 - $83,589 depending on candidate location and experience. The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements, and peer pay equity.

Benefits

• Comprehensive healthcare plans.
• Generous 401K and stock purchasing programs.
• Tuition reimbursement opportunities.
• Paid time away for holidays, vacations, and illness.
• Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able.