29 Sep
Sr. Support Technician
New York, Buffalo , 14201 Buffalo USA

Vacancy expired!

CTG, Inc., a Buffalo based, international IT staffing and consulting company, is currently seeking an in-house Sr. Support Technician.

Job Summary: Responds to inquiries from internal users ensuring customer satisfaction through efficient, timely, resourceful, accurate problem resolution. Works closely with all levels of staff.
  • Provide Level 2 support and information on all approved hardware, software, networks and systems
  • Communicate and handle Level 2 problem solving efforts with Level 1 Technicians, users, other IS support staff, and vendor technicians
  • Ensure that all problems/solutions are properly documented using standard problem tracking tools (i.e. JitBit)
  • Perform creation and termination of user accounts

Job Duties
  • 50% PC Imaging using WDS / 50% Deskside support/Level 2 support
  • Assist Level 1 Support Technicians for Level 2 resolution and provide timely feedback to the user regarding status
  • Terminate User Access when requested following Audit protocols
  • Work with Infrastructure team and Users to address security vulnerabilities/Windows Updates
  • Work with IS Management/Infrastructure teams to handle ticket escalations
  • Prioritize users inquiries based on the level of severity
  • Interface with other IS personnel to determine exact nature of problem and implement procedures for users
  • Document problems and correct procedures
  • Coordinate resolutions with other Level 2 personnel as well as outside vendors or service companies
  • Perform system administration on all company applications
  • Contact, schedule, and follow up with vendors for service calls and support
  • Perform other duties as required to fulfill responsibilities
  • Enter all troubleshooting steps in JitBit ticketing system
  • Create documentation/KB Articles for Level 1 Helpdesk Technicians
  • Possibility for inclusion in infrastructure testing for new systems

Qualifications
  • Associate degree in computer science or MIS, or equivalent experience
  • Advanced knowledge with PC Hardware (Lenovo/Dell)
  • Advanced knowledge with Microsoft Office/Microsoft Outlook/Microsoft Edge
  • Competent with using Active Directory for Account Administration, Domain access rights, Group Policies
  • Competent troubleshooting and problem solving skills
  • Competent in PC computing, network connectivity, system administration, application support, and operating systems.
  • Competent with Cable modem/internet connectivity support/VPN/Remote connectivity troubleshooting
  • Must have good customer service skills to be able to work with people who may be frustrated and try to research/correct the issue, or escalate to management
  • Experience in an IS Helpdesk environment a plus
  • Must be available for shift work between 7 AM and 7 PM based on the need. Must be flexible to allow for shift changes for vacation/holiday/sick day coverage

Additional Information
  • No third party resumes will be accepted
  • CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
  • Drug testing and/or other employment-related inquiries may be conducted
  • All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors!
  • Candidates must currently reside in USA or Canada
  • CTG is an Equal Employment Opportunity employer
  • CTG is an E-Verify Company
CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com. Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes

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