Junior Tech

POSITION SUMMARY: Work closely with the Solution Architecture team to help devise the most appropriate and efficient strategy to implement targeted delivery solutions. Able to quickly adapt to changing priorities while implementing Shared Services Solutions. Provide professional assistance to external clients’ growing needs including, but not limited to desktop image management and deployment, anti-virus administration, patch management and deployment, and software deployment. Promote collaboration with other support teams in order to resolve issues with any of the shared services program offerings. Monitor health and performance of supported client’s infrastructures. Analyze data to assess general performance of applicable infrastructures and make proactive recommendations to mitigate client’s disruptions in accordance to published SLAs while maintaining a high level of customer satisfaction.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level 2 and 3 technical support for supported infrastructures, including but not limited to desktops, laptops, peripherals, anti-virus administration, patch management, and issues involving software deployment

Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers, creation of WIMs

Revise and recommend efficiencies on current processes and solutions

Create software packages and deploy of approved desktop software via shared service automated software deployment tool (SCCM)

Troubleshoot and perform Root Cause Analysis of issues related to Applications and Deployments

Utilize any shared services tool to create standard or customized reports for further analysis of assets and software distribution

Execute maintenance, upgrades, and removals of software

Provide timely resolution of problems or escalation of shared services program issues

Proactively provide continuous process improvement feedback and update standard operating procedures to improve operational efficiency

Gather customer requirements to create and maintain desktop images or software packages for standard or specialized systems

Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures

Works independently with minimum supervision

Create Standard Operating Environment (SOE) builds (images), baselines and application task sequences (OSD) in SCCM

Create SCCM based application installation packages/scripts

Create custom automated workflows in SCCM, Systrack Lakeside, and SNOW License Manager

Create custom reports in SCCM, Systrack Lakeside and SNOW License Manager

Communicate effectively with multiple clients and co-workers

Look for opportunities to move day-to-day tasks to the Service Desk through knowledgebase articles and training

Able to communicate highly technical information to both technical and non-technical audiences

Provide status updates to management, project team members and end-users.

Provide over the phone support to remote clients or other technical support team members

Provide desk-side support to clients as required

Participate in training programs designed to educate customers about basic and specialized applications

Develops, documents, and implements standard operating procedures and customer service guidelines relating to Shared Services & Engineering support

QUALIFICATIONS:

Ability to work independently and take ownership

Demonstrated solid technical and analytical skills with a minimum of 3 years’ experience

Ability to work on IT / Desktop initiatives and organize projects

Strong interpersonal skills

Strong attention to detail

Strong technical and analytical skills with a minimum of 3 years demonstrated experience

Reliability and a strong sense of responsibility

3 years’ expertise supporting Microsoft Windows operating systems

3 years’ experience with Active Directory administration, and Group Policy Objects (GPOs)

Experience with scripting tools such as PowerShell

EDUCATION and/or WORK EXPERIENCE:

Associate's Degree or equivalent certification and experience required

A Certification recommended; MCTS, MCITP, ITIL Certification preferred

Minimum 3 years’ related experience

Experience working in corporate environment preferred

SPECIAL CONDITIONS:
(Travel, work environment, physical demands, certificates, licenses etc.)

Ability to travel as required

Ability to work on call after hours as required

Valid driver’s license with a good standing record

Ability to lift 50lbs (printers, desktop machines, etc.)

A Certification, MCTS / MCITP / ITIL