IT Desktop Support SpecialistIT Desktop Support Specialist
Division: Operations
Location: Syracuse, NY
Job Type: Regular
Citizenship Requirements: Permanent Resident (Green Card Holder)
Travel Requirements:
Relocation Available: No
Job Description:
Saab Sensis Corporation is currently seeking an IT Desktop Support Specialist. The successful candidate will maintain an optimum work environment for Saab Sensis staff with regard to computer hardware, computer software, peripheral devices, telephony, and related devices and systems used for the purposes of conducting business at Saab Sensis. Responsible for interacting with users to troubleshoot and resolve technical issues, responding to requests for technical assistance, providing training and guidance related to technology, and proactively identifying opportunities for technologies to be upgraded, improved or adopted within the business community at Saab Sensis.
Also responsible for development of and adherence to documented policies and procedures for support, asset management, licensing, troubleshooting, configuration and maintenance of end-point computing devices and peripherals, including knowledge base management, inventory management, and related best practices. Responsible for being a primary liaison between the Corporate Technology Solutions group (CTS) and the Saab Sensis business community, maintaining a high level of customer satisfaction and acting as an advocate to ensure optimal support is provided. Required to utilize best practices in executing complex projects methodically and logically to complete on-time, within specifications, with optimal efficiency and minimal disruption to the business environment.
Essential Job Functions:
Hardware Support:
* Performs all installation-related tasks for desktop systems, laptops, workstations
* Performs upgrades for systems that have become obsolete via scheduled Technology Refresh Program (TRP)
* Performs user-requested upgrades on an ad-hoc basis
* Diagnoses hardware-related problems using various skills and test procedures
* Maintains inventory records of all tracked hardware
* Assists users during the internal move process, moving PCs, peripherals, and phones
* Supports telephone and voicemail system, including handsets, cabling, and switches
* Sets up and configures conferencing hardware (VTC, Polycom phones, projectors)
* Participates in 24/7 company-wide support via on-call cell phone rotation
Software Support:
* Creates and maintains images for each hardware configuration in production
* Installs operating system and standard suite of applications to each new computer
* Ensures returned computers are imaged before redeployment to retain critical data
* Installs software on an ad-hoc basis, using various methods (MMC, CD/DVD, network)
* Tracks software installations to ensure compliance with licensing agreements
* Performs virus-protection and firewall maintenance via Sophos Enterprise Console
* Configures and supports Cisco VPN software for home and remote users
* Troubleshoots and repairs a vast array of software-related problems
* Supports audio and video web conferencing via WebEx and Polycom VTC
* Maintains telephone infrastructure via Avaya software and proprietary databases
Network Support:
* Manages company-wide network port infrastructure
* Maintains hostnames and MAC addresses in DNS table, protecting internal networks
* Responsible for first-level network troubleshooting (cables, closets, switches)
Customer Service:
* Addresses requests in a timely fashion, constantly prioritizing workload
* Keeps business partners informed of request progress and work expectations
* Diligently maintains customer service-oriented disposition
* Responds to technical issues with business impact, regardless of working hours
* Utilizes tools and techniques to resolve each request in the most efficient manner available
Process, Policy and Procedure:
* Reliably documents new processes or updates existing documentation to reflect current practices
* Follows procedures developed within Client Services and CTS to ensure consistency
* Follows a logical methodology to develop a plan and execute
* Develops, updates, follows and enforces policies pertaining to Client Services responsibilities.
* Uses established SLOs and SLAs, and CTS Priorities, as guides to prioritizing tasks
Qualifications:
Education Required:
Associates or Bachelor's Degree in Information Science, Computer Science, or related field
Experience Required:
2-4 years of experience in a similar computing environment, performing customer-focused desktop support tasks and responsibilities
Additional preferred qualifications:
* CompTIA Server+
* Microsoft Certified Systems Administrator (MCSA) and/or Microsoft Certified Systems Engineer (MCSE)
* CompTIA A+ and CompTIA Network+
* Microsoft Certified IT Professional (MCITP) or Microsoft Certified Desktop Support Technician (MCDST) or equivalent
Saab Sensis provides an excellent working environment offering advancement and professional growth opportunities, competitive salary, and a comprehensive benefits package.
As a condition of employment, candidates will be required to participate in a background investigation and/or successfully demonstrate eligibility to receive applicable Government security clearance(s).
As a contractor for the United States Department of Defense, Saab Sensis is an E-Verify participant and applicants must be permanent residents or U.S. Citizens in order to be considered for employment. Sensis Corporation values diversity and as an AA/EO employer, we encourage qualified women, minorities, Vietnam veterans and the handicapped to apply.
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