Desktop Technician
Great Neck, NY

Job Description

Position Summary

* The Desktop Support Technician supports all end-user equipment including, desktop, laptop, printers, scanners and hospital equipment. The Technician ensures service level commitments and deliverables are met.

Duties and Responsibilities

* Supports Service Delivery, adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
* Gathers data and compiles reports on KPIs, SLAs and other relevant data for management review
* Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units
* Assists with the development and implementation of short and long term solutions, including planning, testing and implementing new and enhanced systems, while remediating production impacting incidents and outages
* Coordinates with vendors on break/fix issues as necessary
* Images, installs, and supports software for all workstation types
* Troubleshoots, supports, and repairs hardware

Qualifications

* Minimum of five (5) years technology service delivery experience in a corporate and high availability environment, required, including knowledge of end-user and network based hardware and software for Desktops, Laptops, MAC, printers, scanners, routers, switches, mobile devices
* Experience with service delivery modes, processes, techniques and tools, required
* Knowledge of Microsoft Operating systems (XP, 7) and Microsoft Office Suite software, and Microsoft technologies, including Active Directory, DHCP, DNS, GPOs, etc., required
* Knowledge of Citrix, Networking (TCP/IP, DNS), required
* Excellent written and oral communications skills as well as analytical and organizational skills, required.
* Experience with CA Desktop and Server Manager and CA Service Desk or other ticket tracking software, preferred
* ITIL v3 Foundation or Six Sigma Certification, preferred