Desktop Support Specialist - Offshore Travel Required:

Experience and Educational Requirement:

• A+, MTA, Microsoft Certified Desktop Support Technician (MCDST), or equivalent work experience
• Experience working in a structured, process-driven environment
• Must be physically able to lift up to 30 pounds
• Basic understanding of TCP/IP networking
• Experience working with Enterprise level customers
• ITIL Foundation certification
• 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software, specifically Microsoft Windows in a networked environment
• Specific manufacturer certifications (Dell & HP) a plus

• Occasional heavy lifting/carrying technical equipment, a significant amount of time spent at computer terminal, heavy keyboard usage

• Business Consultation:
  • Consulting with site clients to evaluate current and future computing requirements
• Facilitate the development of plans to meet additional needs
• Assist with planning and budgeting for computing needs
• Other consultation that the business requires
• Coordinate Desktop Support Activities:
  • Enhanced service level
  • Business POC for desktop support
  • Help Desk tickets - create, monitor, assist, escalate
• Computer Assistance:
  • User productivity assistance, problem troubleshooting, application installations
  • Hardware problem resolution: troubleshoot, deploy, coordinate replacements, escalate
• Server support: Onsite support, assist troubleshooting, tape rotations, DRP assistance, problem reporting and escalating
• Installation of keyboards, mice, laptop batteries, and printer toner cartridges
• Application Support:
  • Coordinate with office based primary support
  • Troubleshoot application problems
  • Support the installation and configuration of applications
  • Software support on the following: servers, printers and non-approved desktop devices
  • Assist with usage, local user expert for key applications
  • Communication Coordination - (performed by onsite support and offshore LAN/WAN team)