Client needs a Help Desk / Desktop Support Specialist to provide a high level of customer service while supporting end users. Support includes, but is not limited to, laptops, desktops, PDAs, video conference system, phone and voice mail systems. The Help Desk / Desktop Support Specialist will respond to telephone calls, e-mail and personnel requests for technical support. The Help Desk / Desktop Support Specialist also identifies, researches, and resolves technical problems and documents, tracks and monitors the problem to ensure a timely resolution. The Help Desk / Desktop Support Specialist must have knowledge of commonly-used concepts, practices, and procedures, be able to successfully troubleshoot issues both independently and in collaboration with all available resources, and oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources. The Help Desk / Desktop Support Specialist maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals; documents, maintains, upgrades or replaces hardware and software systems; supports and maintains user account information including rights, security and systems groups; maintains configurations of all notebook and desktop computer systems according to established standards; documents and updates technology related instructions and procedures as required; maintains problem call history by recording calls in iHEAT (or current tracking DB) help desk tracking database; analyzes call data to proactively identify improvement opportunities; creates interpersonal relationships and effectively communicate with end users as well as with local, regional, and global support teams; participate in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; achieve annual goals and objectives, developed in cooperation with IT Service organization and local management.<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: This Help Desk / Desktop Support position requires a BS/BA degree in a related field or comparable knowledge/experience in technology related field, 3+ years experience providing desktop (PCs, notebooks, PDAs, wireless, telecommunications, etc.) related service to at least 200 end users, and fluency in written and spoken English. A+ Certification or equivalent work experience is required. MCDST (Microsoft Certified Desktop Support Technician) or equivalent work experience is also required. 2+ years experience working on technology projects is required. This position requires some after hours support, availability at all times via cell phone &#150; 24 x 7 support operation.

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