Desktop Support Technician

CBS Corporation (NYSE: CBS.A and CBS) is a mass media company that creates and distributes industry-leading content across a variety of platforms to audiences around the world. The Company has businesses with origins that date back to the dawn of the broadcasting age as well as new ventures that operate on the leading edge of media.

The Desktop Support Technician provides phone and systems support for all level customers issues across multiple locations. This position provides end-to-end support for end user issues, from hands-on work to the coordination of other IT support teams including infrastructure and applications groups. The Senior Technician, Client Services and Support is also responsible for the installation, configuration, and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, scanners and PDA devices. The Senior Technician may also provide hands-on support for on-site server and conferencing equipment as well as Google Apps.

* Exceptional, high-quality, professional desktop, laptop and office application support to our clients, including executive-level customers. * Provides phone/ in person support for end users, which includes but is not limited to: ID administration, "how to" questions, initial issue diagnostics, troubleshooting desktop issues (and remotely resolving them) IT request processing. * Provides systems support for end users, which includes but is not limited to: client facing support, hardware, software, peripheral and network troubleshooting for all end user systems. * Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications. * Resolve tickets within SLA * Responsible for the installation, configuration and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, scanners and PDA/Blackberry devices. * Support will be roughly 50% Windows & 50% Mac * Researches and analyzes IT requests from various departments and locations, researches and tests various potential solutions and makes recommendations. * Assists in the maintenance of production desktop images. * Tests and distributes security patches to clients; remediates any threats to the desktop environment (i.e. virus, spyware, malware, etc.). * Must be available between 8:00 am - 6:00 pm M-F * Participates in rollouts of new software/hardware to ensure consistency in IT technical standards. * Accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage. * Receives general guidance and direction from Team Lead and/or Manager, Client Services and Support. * Helps establish and ensure that others follow the policies and procedures for communication and escalation of incidents and issues. * Makes recommendations for solutions of IT requests.

* Minimum three (3) years IT experience supporting end users systems in a large corporate environment. * Excellent knowledge of Windows XP, Windows 7 and Mac OSX and basic understanding of all related technology such as network topologies, server administration, etc. Working knowledge of Windows Server 2003/2008. Working knowledge of Microsoft Office products (Word, Excel, Outlook, Power Point, Access, etc.). * Strong MAC OSX 10.7, 10.9 Skills * Experience with desktop remote control software (SMS, Casper, Bomgar, VNC, etc.). Understand computer imaging concepts (i.e. Ghost, RIS, PE, and MDT) and have experience creating images with at least one of these disciplines. * Experience with Anti-Virus, Encryption Applications * Experience with Enterprise Management Tools (LANDesk, SCCM, Casper, etc.) * Strong analytical problem solving skills. * Excellent communication skills, both written and oral. * Familiar with ServiceNow ticketing system. **Educational Requirements:** * Undergraduate degree in a computer science related field or equivalent work experience preferred.