Job Description :
Role Desktop Support Technician - Mid Level
Mandatory Technical / Functional Skills "• Has a good knowledge and experience with OS deployment technologies like WDS, MDT and SCCM
Resolves 3rd level technical support issues and solves complex problems while working within standard operating procedures and policies.
Should possess sound knowledge in scripting viz. PowerShell and Batch scripting
Responds to user tickets/inquiries with appropriate level of urgency based on documented SLAs. Follows up on all questions, problems, or suggestions from users.
Documents problems and corrective procedures. Prepares technical documentation and posts to knowledgebase in order to improve call resolution at the Helpdesk and Tier 2 levels.
Researches, isolates and implements steps to resolve user problems. Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Performs quality assurance testing to ensure new enhancements have been incorporated into the product accurately, correct applications are installed and system is returned to the user in good working order
Recommends enhancements to standard operating procedures and policies based on experience.
Interacts with other technology groups to identify and correct problems.
Participates in on-call rotation to provide 24 X 7 support
Roles and responsibility "• Demonstrated knowledge of desktop & mobile email solutions
Demonstrated knowledge of Network and client/server processes
Excellent verbal and written communications skills to effectively present new ideas/concepts.
Strong experience in developing relationships and working with all levels in an organization.
Demonstrated proactive and solution-oriented problem solving skills
Strong customer focus, responsive to needs, Strong inter-personal skills.
Experience in systems software problem determination and resolution.
Willingness to perform tasks required to ensure published Service Level Agreements are met.
Experience using a Help Desk Ticketing system and Knowledgebase.
Microsoft Office, VPN software, Antivirus, Hardrive Encryption
Remote control tools
MDT 2012
Windows 7 and 8.1 Enterprise
Workstations, Tablets (Intel based)
Active Directory and Group Policies
Network Protocols
Wireless Technologies
Blackberry/iPhone/iPad and Lotus Notes/Exchange
Desirable Technical / Functional Skills "Certifications desirable to include:
MCDST (Microsoft Certified Desktop Support Technician)
ITIL Foundation V3
Total experience in required skill (years) 3 to 5 Years

Work Location Alpharetta, GA