Senior Desktop Support Technician (7611BR) Westwood, Massachusetts

Responsibilities:
• Assist the TSD Coordinator in the following matters:
o Accept requests for assistance or problem reports from users
o Obtain necessary information from users to adequately describe the request or problem report
o Enter information into the problem tracking system
o Directly respond to the request or problem if within own areas of expertise
o Complete information into the problem tracking system
o Direct the request or problem to the most appropriate support area (e.g., specialist, support organization)
o Liaison with user to ensure that request or problem reports have been satisfactorily handled
o Supervise a team of Desktop Support Technicians and Call Center Analyst
o Other assigned duties

• Assist the Desktop Engineer in the following matters:
o Configuration and deployment of desktop and telephony systems, peripherals and mobility devices
o Troubleshoot and repair of hardware and software systems (break/fix)
o Training and orienting team members and internal clients on the use of computer hardware and software systems
o Maintenance of network and telephony systems
o Other assigned duties
• Assist the Security Liaison and Systems Administration team in the following matters:
o Assist the Security Liaison as a named backup (Assistant Security Liaison)
o Consulting and configuring System / Network rights through Active Directory and third party systems and / or tools
o Consulting and configuring Lotus Notes Database (Applications)
o Other assigned duties
Key Role Interactions:

The Senior Desktop Support Technician has key interactions with the following roles. These interactions are guidelines only and do not reflect all possible project organizations.

• Project Manager – Refers change requests for resolution
• Team Leaders – Refers problems to appropriate team leader for hardware maintenance, systems software support, and application software support
• Database Administrator(s) – Refers request and problems related to the system’s database
• Trainer(s) - Refers requests for additional training.
• Facilities Engineer – Refers requests and problems associated with the physical environment
• Project Support Manager – Refers requests for documentation or information
• Network Specialist – Refers requests and problems related to communications
• User – Acts a liaison with users for accessing support organization

Professional Skills:

Ability to:

• Perform the activities and tasks for which this role is responsible
• Apply the techniques necessary to complete the responsibilities of this role
• Use the tools required by these activities, tasks and techniques

Experience:

• 3-5 years as a desktop support technician
• 2-3 years in the Financial Services industry Preferred
• General to Practical Knowledge of ITSM methodologies
• Excellent Verbal and Written Communication skills
• A+ Certification
• Network+ Certification
• Security+ Certifications Preferred
• MCP (Windows XP)
• MCP (Server 2003) Preferred
• Practical Knowledge of Active Directory and Group Policies
• General to Practical Knowledge of Windows Terminal Services
• Practical Knowledge of Lotus Notes Client (v7.0 and 8.5)
• Practical Knowledge of Lotus Notes Administration (v7.0 and 8.5) Preferred
• General Knowledge of PBX and VOIP telecomm systems
• General to Practical Knowledge of BlackBerry, iPhone, and iPad devices
• General to Practical Knowledge of BlackBerry Enterprise Server v5.0.2 for Lotus Domino Server
• General to Practical Knowledge of BMC Remedy
• Intermediate to Advance Knowledge of MS Office Suite 2007 & 2010 (Word, Excel and PowerPoint)
• Intermediate to Advance knowledge of Apple Macintosh systems in a Windows Enterprise
• General to Practical Knowledge of Altiris Products and Services

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