Job Description :
Desktop Support Technician - Alpharetta, GA

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
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