Job Seekers, Please send resumes to resumes@hireitpeople.comThe Service Desk Analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.
There are THREE positions. Initial assignment will be thru June 30, FY15. Extension thru June FY16
SD3 to help IT Automate and implement new technology to assist with keeping the desktop environment current and running optimally.
This position will function as a highly skilled Service Support Specialist with specific responsibilities that include:
1. Understanding of Desktop Support and Services.
2. Understanding of Active Directory, user authentication and authorization and identify and access management.
3. Uses creativity and innovation to automate and streamline processes and procedures.
4. Understands customer support, likes to work with people and can ensure that the customer is satisfied.
5. Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause. Understands process to test, and put changes in production.
6. Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT
7. Ability and experience to work with SCCM version 2012. Ability to show others how to use the tools like SCCM.
8. Ability to script with Powershell 2.0 or above. Scripting abilities should include validation, editing, input and output, including automation to production systems, specifically Active Directory.
9. Ability to learn new tools (Varonis) to clean up and audit unstructured data (user data) and Active Directory and NTFS permissions.
MANDITORY
1. 10 total years I.T experience.
2. 5 Years SCCM or SMS like experience
3. 3 Years Powershell scripting experience in a production environment
4. 8 years customer service experience
5. 10 Years Troubleshooting experience
6. 10 years knowledge of Networking to including PING, NETSTAT, DHCP, DNS, and NSLOOKUP.
7. 5 year’s experience with Active Directory.
8. Contributes to continuous process improvements to increase the efficiency of section.
9. Excellent communication skills both written and oral.
HIGHLY DESIRED
• Certifications A+ series
• Certifications in Microsoft
• Powershell 3.0 scripting background.
• Certifications in Microsoft tools and technologies.
• Certification/classes in SCCM
• ITIL Knowledge and ITSM Tools
The Service Desk Analyzes and troubleshoots computer support problems and applies his or her understanding of computer software and hardware products and services to resolve user problems.
SD3
Years of Relevant Experience:
More than 3 years; A+ certification preferred; additional certification may be required based on specific technologies.
Preferred Education:
4 year college degree or equivalent technical study; may accept equivalent education and experience combined.
Role Description:
All roles specified in SD2 plus the following:
•Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
•Write or revise training manuals and procedures.
•Develop training materials, such as exercises and visual displays.
•Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.
•Write software and hardware evaluation and recommendation for management review.
•Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
1. 10 total years I.T experience.
2. 5 Years SCCM or SMS like experience
3. 3 Years Powershell scripting experience in a production environment
4. 8 years customer service experience
5. 10 Years Troubleshooting experience
6. 10 years knowledge of Networking to including PING, NETSTAT, DHCP, DNS, and NSLOOKUP.
7. 5 year’s experience with Active Directory.
8. Contributes to continuous process improvements to increase the efficiency of section.
9. Excellent communication skills both written and oral.
• Certifications A+ series
• Certifications in Microsoft
• Powershell 3.0 scripting background.
• Certifications in Microsoft tools and technologies.
• Certification/classes in SCCM
• ITIL Knowledge and ITSM Tools
Skill | Required / Desired | Amount | of Experience |
All roles and responsibilities listed in SD1 plus the following | Required | 10 | Years |
Total IT experience | Required | 10 | Years |
Experience with scripting ie, validation, editing, input and output, including automaton to production systems , specifically Active Directory | Required | 3 | Years |
Experience with Powershell scripting 2.0 and above. | Required | 3 | Years |
Experience with Active Directory, user authentication and authorization, identify and access management | Required | 5 | Years |
Experience in Desktop support and Customer Service | Required | 8 | Years |
Experience in identifying symptoms and research cause in a systematic way, understand process to test and put changes in production | Required | 10 | Years |
Experience in contributing to continuous process improvements to increase efficiencies | Required | 8 | Years |
Experience in Networking to include PING,NETSTAT, DHCP, DNS, and NSLOOKUP | Required | 10 | Years |
Experience working with SCCM Version 2012, and able to show others how to use the tools like SCCM; ex, SMS | Required | 5 | Years |
Experience learning new tools (Varonis ) to clean up and audit unstructured data and AD and NTFS permissions | Required | 3 | Years |
Certifications /Classes in SCCM | Highly desired | 2 | Years |
ITIL knowledge and ITSM tools | Highly desired | 2 | Years |
Certifications A+ series | Highly desired | 2 | Years |
Certifications in Microsoft tools and technology | Highly desired | 2 | Years |
Excellent communication and interpersonal skills | Required | 10 | Years |
Excellent analysis and problem solving skills | Required | 10 | Years |
