Desktop Support TechnicianMichael Page

- Day to day management of tickets, requests, and escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature.

 

- Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services.

 

-Onsite Visits: Dedicated Senior L2 - L3 support on site at a branch to investigate and resolve an issue.

 

- Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement.

 

- Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch.

 

- White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting.

 

- Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process.

 

-Problem Management participation identify issues in the environment escalated from within Wealth Management and ISG.

 

- Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers, ED's and above and/or silver, gold tiers, and President/ Chairman's club end-users.

 

-Project Participation: Providing project and status reporting for projects where DOE participation is needed. Attending meetings, outage bridges and managing any workflow back to the team.

 

Profile

 

- A minimum of 5-7 years of progressive level II Desktop, Server, and Network support or related experience

 

- Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable

 

- Excellent knowledge of Windows 7/10 environment

 

- Prior knowledge of VMware and Citrix

 

- Familiarity with PowerShell, VBScript, JavaScript, HTML

 

- Intermediate Knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams

 

- Mac, iPad/iPhone support knowledge

 

- Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN

 

- Internet browser proxy experience