iNerc

applicants

Qualifications
• Must be authorized to work in the US for any employer
• Minimum 5 years of experience in an IT support environment including; technical support practices such as ticket documentation, service level agreements, statistics and escalation processes
• 4-Year Degree in Computer Sciences or IT highly preferred
• *NOTE – Will consider Equivalent experience with Vocational or Assoc Degree
• Industry Certs i.e. MCP, MCSE 2K, MCITP, Comptia, CCNA etc are a PLUS

Technical Skills
• PC Hardware / software, and networking
• Windows XP & Windows 7
• MS Office 2003-2007
• Active Directory administration
• Ticket tracking software, e.g. Remedy, Footprints, etc

Additional Skills – At least one of the following skills
(1) Managing VMware View – preferably with version 4.0
(2) Troubleshooting Blackberries, iPhones

Personal Attributes
• Excellent verbal and written communication skills
• Must be customer focused, a team player, and able to multi-task
• Excellent analytical, troubleshooting and critical thinking skills
• Quick learner, self starter, able to work with minimal supervision
• Ability to train and mentor Junior & Entry level staff members
• Ability to work within time constraints and follow set processes and procedures

Summary
Our client has two immediate contract positions for Sr. Help Desk Technicians responsible for providing Tier II / III phone support to 1200 users. You will be expected to walk the user through a series of steps to determine the nature of the problem. If you are not able to resolve the problem, it will be escalated to a higher level of support, appropriate for the issue.

• Responsibilities**
  • Manage ticketing system; Create, track, escalate and close trouble and/or infrastructure change tickets in Footprints
  • Assist end-user and IT specialist requests by phone, email and web with level II/III technical support
  • Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
  • Ensures problem ownership and promote end-user satisfaction
  • Track activities of technical to whom tickets were assigned
  • Provide HW & SW support for pc’s, laptops, blackberries, iPhones, etc…
  • Manage VMware View 4.0 for 200 users
  • Active Directory Administration to include password resets, create, edit and delete user profiles, etc
  • Troubleshoot network connectivity issues
  • Follow set policies and procedures when assisting clients to ensure proper handling of requests

Additional Activities
• Participate in rollouts for desktops, laptops, blackberries, iPhones, etc…
• Work with developers and other groups to resolve technical problems
• Train junior staff members to ensure successful integration into the team
• Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
• Assist on special projects