Client Support Technician II

Job Summary

Provides PC hardware and software installation and support services and Internet access support services.

   

Job Specific Duties


* Identifies root cause of problems, manages and resolves complex issues in a constantly changing technical environment. 


* Installs, configures, implements and maintains desktop client software, e.g.

 Microsoft.


* applications (Outlook, Exchange, Internet Explorer, Office, Windows, etc.)  and/or Mac applications (Entourage, Safari, Office, Mac O/S,  etc) meeting SLAs on incidents and service requests. 


* Installs, relocates and supports PCs, servers, printers and other  computer-related equipment. 


* Performs analytical responsibilities by performing Root Cause Analysis within problem management. 


* Tests network connectivity and access to ensure security, integrity and accuracy of data transmitted throughout MCH.

Ensure that physical connections are standard, orderly and clearly identified. 


* Tracks MCH’s assets by updating information as equipment is replaced, moved or changed. 

Minimum Job Requirements


* 2 years of experience in technical support role (OR) Associates Degree in Information Technology, Computer Science, or related field, and one year of experience in technical support roles (OR) Relevant certification such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent, and one year of experience in technical support role

Knowledge, Skills, and Abilities


* Demonstrate proficiency in diagnosing and resolving hardware, software, and network issues, along with strong customer service skills.


* Ability to communicate effectively in English both verbally and in writing.


* Ability to work independently, prioritize tasks, and complete assignments within an estimated time frame.


* Action-oriented and self- motivated with the ability to improve the effectiveness, performance, and efficiency of the Client Support team.


* Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/2003/2008 Server, Microsoft Office XP/2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications.


* Certification in A+ and current MCSE preferred.


* Extensive experience with setup, repair and modification of Windows PC desktops and laptops, printers and other peripherals.


* Knowledge and experience of desktop and network management, deployment and tracking tools such as SMS, Ghost, Citrix or comparable applications.


* Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process.


* Superior documentation skills are a must.


* Troubleshooting skills with experience in a Windows- based environment(s) and/or experience with Macs.