IT Desktop Support Tech - Sr.

Primary Purpose

Works independently and provides thought leadership for the team. Helps manage customer relations and support. Responsible for assisting with educating/training the team on new updates, processes, and technologies. Assists with identifying and providing solutions for moderate to complex end user device technical issues. Interface with other departments for root cause analysis or to develop interdependent problem resolution process. Keeps the End User Device support knowledgebase updated to ensure technicians have access to the latest changes/updates. Assist technicians with ticket resolutions on complex issues. Assist Manager/Supervisor with Parkland Projects as needed.


MINIMUM SPECIFICATIONS

Education:
- Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field.

Experience:
- Must have 5-6 years of experience in a large, enterprise IT operations environment.
- Must have experience in troubleshooting, repairing, and configuring end-user technologies, which include:
o Hardware (Desktops, Laptops, Tablets, handheld devices & peripherals)
o Operating systems (e.g. Microsoft Windows, IOS, Android)
o Software (e.g. MS Office, Adobe Pro, MS Visio, Crystal Reports)
- Experience in a virtualized environment using VMWare Mirage and View a plus.

Equivalent Education and/or Experience:
- May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Certification/Registration/Licensure:
- Prefer CompTIA Security+, CompTIA Network+, or CompTIA A+ certification.

Skills or Special Abilities:
- Must be able to follow established process and procedures developed to ensure consistent management of enterprise end-user technology solutions.
- Must be detailed oriented and be able to demonstrate the ability to properly document the troubleshooting steps and resolutions for assigned tickets.
- Must have effective communications skills in order to interact with customers and internal IT staff members.
- Must have ability to troubleshoot, identify and resolve problems regarding end-user devices and peripherals.
- Must have advanced knowledge of end-user operating systems, hardware and software currently used at Parkland.
- Must have advanced knowledge of network and telecommunications concepts.
- Must be customer service oriented.
- Must be able to develop and deliver technical training to team members
- Must be able to develop and maintain operational processes and standards
- Must be able to identify root cause for issues and incorporate findings into process improvement.