Desktop Support Technician - VDART : Job Details

Role: Desktop Support TechnicianLocation: Latham, NYDuration: ContractJob Summary: This person is responsible for configuring the end user systems environment and supporting end users across one or several locations in North America to meet our team's SLA's. This is a hands-on technical position reporting to the Senior System Administrator/Client Support Supervisor. Essential Job Functions:

• Respond and resolve users' requests for support in a timely manner
• Train users on client tools (MS Office, One Drive etc.)
• Administer Active Directory to support the needs of one or more offices, including:
• Adding, changing, and disabling
• Users
• Distribution groups
• Security groups
• Shared email addresses
• Login Scripts
• Automation
• Administer and support Mobile devices in Office 365
• Administer Office 365, Teams, and One Drive
• Actively monitor and respond to virus and system alerts
• Manage and administer VPN/Remote users
• Manage the Client computer inventory
• Set up and configure the phone system components:
• Phones
• Physical Phones
• Soft Phones
• Mobile devices
• Call routing and Queues
• Automated attendants and menu options
• Configure and support warehouse equipment, such as:
• Laser printers
• Label Printers
• RF Scanners
• Set up and configure clients for Warehouse applications such as:
• Proship
• Epicor Eclipse
• Relationships:
• Interfaces with other IT resources and business users locally and domestically in multiple locations.

Educational Qualifications:

• Associates degree or greater preferred.
• Knowledge & Experience:
• Microsoft certification(s) preferred
• Supporting a minimum of 500 users in a multi-office environment.
• 5+ years hands on experience with the following:
• Windows Active Directory
• Windows 10 in a networked, corporate environment
• Office 365, Teams, and One Drive
• Azure Experience a plus
• Hyper-V experience a plus
• Ticketing systems
• Remote Client Support
• Computer Imaging
• Software package deployments
• VoIP phone systems and basic call center voice technology and processes
• MS System Center/Service Manager
• Ability to document processes and steps
• ITIL based organization experience

Personal Attributes:

• Superior communication (oral, written) skills.
• Strong self-motivation
• Passion for learning
• Customer focused
• Experience working in a team-oriented, collaborative, multi-office environment.
• Able to work on own as well as on a team.
• Methodical troubleshooting, and attention to detail are essential for achieving success in this role.

Work Conditions:

• Occasional evening and weekend work required to resolve issues and meet deadlines.
• Able to participate in training sessions, presentations, and meetings.
• Some local and international travel may be required for the purpose of off-site installations and configuration.

Physical Demands:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer and peripherals.
• Physical demand requirements are at levels of those for sedentary office work.