US-NY: New York-Desktop Support
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Job Title: Desktop Support
Job Location: NY: New York
Pay Rate: competitive
Job Length: contract
Start Date: 2010-06-03
Company Name: Software Guidance
Contact: George Wellington
Phone: 914-366-5900 x5984
Fax: email only
Description: One of SGAs major financial clients is seeking a Desktop Support Engineer for a contract position in New York, NY. The candidate will be working on 2nd/3rd level Desktop Engineering, and working from tickets. Job Description: Provide desktop computing customer service and support. Analyst is expected to handle all problems escalated from 1st level Support and resolve all issues. On rare occurrence where issues need to be escalated to Engineering, work with local and National Engineering team, as well as the Vendor, to remediate all issues. All agents are experts in Windows XP, MS Office 2007, Lotus Notes, and must be able to diagnose problems via system and applications logs, as well as performance monitoring tools. All agents must use Remote Control utilities (HP Remote Assistance, SMS Remote Control and Bomgar) to resolve customer issues. Assist customers with application configuration and the resolution of all desktop computer related problems. Participates in the administration and support of LAN hardware and software for file and print servers. Develops and implements hardware and software solutions for file, mail, fax, gateway servers and scanning. Update and manage Remedy ticket/problem tracking data. Configure and manage Software Package Distribution via SMS Console. Create and maintain related documentation and knowledge base. Provides on technical guidance to 1st level support team as required. Required Skills: At least three years experience in a Desktop support role for a large company, performing LAN troubleshooting, diagnostics, research, and evaluation and/or interacts with IT staff or vendors in testing and operational support of complex system hardware and software problems and documentation of solutions. Remote access troubleshooting; USB token authentication, Virtual Private Network solution (VPN), routers and wireless internet access. Mobile computing solutions including BlackBerry, wireless access via Aircards. Knowledge of TCP/IP protocols. Excellent communication skills, analytical ability, judgment, and the ability to work effectively with client and IT management and technical staffs, consultants . Critical Skills: Configuration and Support experience with: - Windows XP environment - Office 2007 applications, including Microsoft Access - Internet Explorer 7.0 (and usage of certificates) Preferred Skills: Bomgar Remote Control experience. Expert experience in support and configuring Lotus Notes 8.5. Remedy 7.0 Familiarity with HDE encryption (SecureDoc Disk Encryption) Experience with Actividentity SecureLogin. MCSE Certification Lotus 8.5 Sametime 7.5
Please refer to Job code 10-01958 when responding to this ad.
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