Help Desk Specialist

This is a contract to hire position, 4-5 months contract and then turn full time.The primary responsibility of the Desktop Support Specialist is providing assistance to our client's employees that reside at various locations throughout the US. The environment consists of 12,000+ users and is largely based on Microsoft technologies. Ability to identify and organize workload (tickets and projects), strong aptitude in OS repairs, spyware removal, virus removal, hardware and software troubleshooting and upgrades. A viable candidate will have at least 5 years of relevant experience in computer support and/or troubleshooting, with the ability to demonstrate strong customer service.

• Bachelor’s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field preferred.
• Relevant Microsoft Certified Professional (MCP) and/or Comp TIA Certifications required.

• Self-starter with a demonstrated ability to prioritize work and to work independently on multiple tasks.
• Able to work independently and efficiently to meet deadlines.
• Current experience in support and deployment of systems including Microsoft operating systems, Office suites, network applications, wireless devices and related technologies.
• Understands the enterprise interrelation of IT components.
• Experience in troubleshooting, diagnostics, research, and evaluation with IT staff and vendors in testing and operational support of complex system hardware and software problems and documentation of solutions.
• Experience with MAC OSX software and MAC hardware in a corporate environment. Including setting up, configuring and support of hardware components, peripherals, as well as corporate software (patching, Anti-virus, etc.)
• Excellent customer service and interpersonal skills in a professional service environment, with responsibility for supporting multiple applications; team oriented-professional and cooperative attitude.
• Knowledge and experience in W2008/W2012 server administration including Active Directory is beneficial.
• Experience with Altiris IT Management Suite including agent installation, package deployment and asset management modules. (Enterprise patching, Anti-virus, software upgrades, etc.)
• Experience supporting VDI and VMWare client-side configuration and connectivity issues.
• Knowledge of and previous work experience with networking, including Ethernet, TCP/IP, IPSEC, VPN, DNS, DHCP.
• Provides technical support and guidance to front line support.
• Assist in the development and execution of project plans to define sequence of events to meet project objectives.
• Contribute to documenting solutions to problems and developing end-user guidelines.
• Function mostly independently; under general direction of more senior supervisors or managers.
• Handle problem recognition, research, isolation, resolution and follow-up for user support and service requests.
• Responsible for maintaining detailed trouble tickets, escalating issues accordingly and keeping a consistent channel of communication open with customer(s) and other IT team members during escalations.
• Responsible for ensuring customer satisfaction of support and service requests.
• Maintain quality-conscious communication in-person, via phone and email with both technical and non-technical clients.
• Be flexible to meet the needs of current projects, which sometimes require nights and weekends.
• Review, analyze, and evaluate end user IT equipment, providing technical direction to users and makes recommendations on improved utilization.
• Maintain and documents desktop application packages, participates in the testing and evaluation of new desktop packages, and implements prototypes.
• Adhere to standard operations, policies and service level standards, ensuring compliance.
• Able to react to change productively and handle other essential tasks as assigned

• Customer service skills
• Advanced experience with Microsoft desktop operating systems and Office Automation Tools (Office -Word, Excel, PowerPoint, Internet Explorer, etc.)
• Experience with Altiris or other similar software, like SCCM
• Experience imaging PCs and creating Gold Standard images
• Mobile Device support (Apple iOS)
• Ability to interact with management
• Process oriented
• Excellent written and verbal communication skills
• Strong troubleshooting skills and attention to detail
• Strong organizational and time management skills
• Self-motivated and reliable