Lead Service Desk Technician
Location: Cambridge Massachusetts
Description: ARIAD is at present recruited Lead Service Desk Technician right now, this position will be placed in Massachusetts. Further informations about this position opportunity kindly read the description below. Reporting to the Sr. Manager Service Desk, the Lead Service Desk Technician is a hands-on, senior member of the Technical Support team responsible for PC desktop, laptop configurati! on, mobile device, and application support including Windows operating systems and software and other applications. This is an internal customer-facing role requiring excellent prioritization, responsiveness, and customer service and excellent verbal communication skills.
Duties and Responsibilities:
Triage and resolve 8 â€" 10 Level II trouble tickets per day
Provide mentorship and guidance to team members as needed
Troubleshoot hardware issues and replacing hardware in both desktop and laptop computers
Provide documentation for work performed
Responsible for tracking hardware and software inventory
Take ownership and responsibility of queries, issues and problems assigned to the Service Desk
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involve subject matter experts wherever required in order to resolve issues as quickly a! s possible
Provide technical support for client/serve! r applications
Provide basic network administrator functions such as create user accounts, reset passwords, etc. in a Windows Server environment
Configure most kinds of smart phones to work with GOOD
Troubleshoot basic network, software, and printing problems
Configure and troubleshoot Remote Desktop and VPN
Create the application images used for imaging desktops and laptops
Performs other duties or special projects as assigned in conjunction with day to day duties
Completes project deliverables on time
Interface with infrastructure, and business application subject matter experts to resolve issues
Communicate plan, progress, and issues in a timely manner
Actively contribute to ongoing process improvement
Requirements:
Bachelor’s degree in Computer Science or Information Technology or related field with 5 years’ plus related support desk experience; ITIL Basic, ! CompTia A+ or N+ Certification
Proficient with Microsoft products including Windows basic networking, Windows 7, Office 2010, SCCM and other desktop applications (Visio, Project, etc.)
Blackberry Enterprise Server
Basic user management in Active Directory, software packaging and distribution
Demonstrated Intermediate to Advanced skills in web applications (WebEx, WebEx connect, etc.) and PC imaging tools
Must possess knowledge of database technologies, networking fundamentals and Cisco call management systems
Demonstrated strong interpersonal and written communication skills, and desire to provide excellent customer-service to internal customers
Must possess analytical skills and be a team player capable of working independently in a fast paced dynamic environment under minimal supervision
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If you were eligible to this position, please email us your resume, with salary requirements and a resume t! o ARIAD.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Fri, 31 May 2013 02:51:02 GMT
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