Country: United States of America
Closing date: 18 Sep 2016
MSH seeks a self-directed and reliable technical professional with experience in technical support, desktop systems management, Operating System deployment and network security, and Unified Communication and operations
The primary responsibility is to provide quality support and service delivery to end-users for new and existing systems and technologies. The Senior IT Support Technician works directly under the supervision of the IT Support Manager and in close collaboration with other IT staff; to ensure that MSH's IT technologies and systems are well maintained and quality operations and services are provided on a timely manner, and continuous improvement of the end users experience, service delivery, and knowledge transfer.
Project Implementation (20%)
- Google Apps implementation and training
- Implementation of service desk management system and monitoring
- Upgrade hardware image based on checklist
- Maintaining on-boarding and off-boarding SLAs and SOPs
- Implementation and monitoring of Kaspersky
- Implementation and monitoring of WSUS to field offices
- Disposal of old IT equipment
Service Desk Support (45%)
- Account management on-boarding, off-boarding except Orientation
- On-boarding orientation
- Provide research and prompt support to complicated service desk tickets
- OLLIE Intranet
- Call Pilot Management and Configuration
- Accurately assigning tickets (emails)
- Answering helpdesk calls and accurately assigning tickets (calls, walk-ins)
- Prompt response to helpdesk requests based on SLAs and SOPs
- Ensure photocopy and printers functionality and prompt support based on SOP
- Google Apps support
Communication/Conferencing technologies/Collaboration (15%)
- Ensure conference room equipment functionality and organized appearance while keeping user guide up-to-date.
- Routine conference monitoring and enhancing based on checklist and users feedback
- Conduct quarterly training in use of conference room technology
- Provide routine training in effective use of Google Apps to MSH worldwide staff
- Be innovative and provide labs by mapping legacy technology to new Google Apps processes
Inventory Management (10%)
- Keep up inventory up-to-date
- Physical inventory of IS assets and prep for disposal
- Loaner laptop setup (10 laptops available and functioning)
- Loaner laptop monitoring
- PR process using practice
- Verification of order against PR
- Lab accessories
Administration (5%)
- Network backup outside procedure
- Quarterly touch base meeting to go over PPRD goals
- Attend bi-weekly IS staff meeting and participate actively
- Timesheet on-time submission
- On-time submission of ePPRD and implementing SMART Goals as agreed
Education
Required:
- Bachelor's Degree in Computer Science or a related field or equivalent relevant experience
- Knowledge and experience of Active Directory, DNS, DHCP, Networking fundamentals, account managements, voice and video conferencing, printers
Preferred:
- Knowledge and experience of ITIL service operations principles including incident/event management, service request and delivery, problem and change management processes
- A+, Google apps and Microsoft certifications are desirable
Experience
Required:
- At least 2 years' experience in mid to enterprise setting, working in an information technology position providing support to users for office technologies
- Ability to work under flexible schedule and pressure with limited supervision and take initiatives
- Ability to absorb and retain information quickly and work well with various skill levels of users
- Strong customer support and communication skills
Preferred:
Extensive knowledge and experience in Enterprise Google Apps and administration, training certification is a plus
Strong experience installing, maintaining, and troubleshooting MS Windows, and other office software and applications
Good knowledge and experience with office and cloud based technology infrastructure such as networks, LAN/WAN, Wireless, DHCP, DNS, VPN, voice, printers, copiers and basic network configurations and troubleshooting
Knowledge and Skills
- Ability to present ideas in user-friendly language
- Keen attention to detail and end-user experience
- Proven analytical and problem-solving skills
- Exceptional customer service skills
- Experience working in a team-oriented and collaborative environment
Competencies
- Ability to determine the resolution best suited for each situation
- Excellent organizational, interpersonal and written/verbal communication skills
- Knowledge of other languages is a plus.
Physical Demands
- Lifting IT equipment <10lbs. Willing to travel if required.
PI95113114
Apply Here: http://www.Click2Apply.net/vmqpy3y64p
How to apply:
Apply Online