DUTIES: You will be responsible for: (1) Performing levels 1,2, and 3 of technical support in this combination hands on technical role, executive and "high touch" end-user help desk role; (2) Providing technical support from the time of incident reporting to resolution for desktop, application and telecommunications needs; (3) Providing support via email, IM, phone support, and face to face hands-on technical desk side support as needed based on the issue at hand; (4) Prioritizing support requests, documenting status in an on-line ticketing system, and working issue through to resolution, escalating where necessary to subject matter experts (SME's) on the support team; (5) Working on roll out of new services and equipment, migrating applications to new releases, converting services to new vendors and implementing new infrastructure to support end users; (6) Identifying recurring problems, identifying root cause, and executes the necessary steps to eliminate possibility of reoccurrences; (7) Supporting the organizations Blackberry and cell phone users by provisioning new service and troubleshooting problems with existing service; (8) Supporting the organizations Windows workstations and laptop environment; (9) Providing support coverage during non-business hours on a rotation basis with other staff members (not labor intensive); (10) Evaluates and purchases equipment and accessories and evaluates, manages, vendors and costs on an on-going basis.
Experience: REQUIRED:Must have strong/current experience in a high touch, professional, customer service oriented MEDIUM TO LARGE CORPORATE end-user support organization. WINDOWS workstation and laptop/notebook support. OFFICE 2003 and 2007,XP and VISTA, Outlook client configuration and usage; email, calendaring, contact management.*Spam detection and filtering tools.*Remote workstation support.*Desktop backup and restoration procedures.*Virus detection, prevention and removal techniques.*Active Directory user provisioning.*Exchange user provisioning.*Group Policy management.*WSUS and other software management tools.*Windows image creation, provisioning and management.*Blackberry enterprise activation and device troubleshooting.*Cellular/WAN/aircard provisioning and troubleshooting.Responsible. Delivers results.Thrives on challenge.

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