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Complete Description:

Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion.  Flexible working hours, may require weekends & after normal business hours.  Adhering and working within established policy and procedures. Meeting and exceeding established programs SLA's.

Behavior Characteristics:

Interpersonal skills, effective team-player, strong communication and customer service skills, leadership abilities, soft skills, self-motivated, professional, strong analytical skills and detail-oriented

Skills:

Provide direct desktop support

Required 8 Years 3 - Expert

Expertise in supporting Microsoft based HW/SW (Windows XP, Windows 7, Windows 8)

Required 8 Years 3 - Expert

Experience and working knowledge of MAC OS 10.X & Office 2008

Required 12 Months 2 - Proficient

Configure and troubleshoot wireless connectivity

Required 2 Years 2 - Proficient

Experience with LAN/WAN connectivity issues (toning/tracing ports)

Desired 2 Years 2 - Proficient

Experience and use of remote control tool sets (LANDesk and DameWare)

Required 2 Years 2 - Proficient

Experience and working knowledge of Active Directory & Active Server Role

Highly desired 2 Years 2 - Proficient

Experience and knowledge of ghosting software & support of specialized apps

Highly desired 3 Years 2 - Proficient

Experience with Call Tracking Systems (preferably Remedy ITSM)

Required 2 Years 2 - Proficient

Troubleshoot, diagnose, resolve and document technical service requests

Required 5 Years 3 - Expert

Microsoft or Apple Certification

Nice to have