Sr. Helpdesk/ Deskside Support Technician

IntelliDyne, LLC is a consulting firm that enables better business performance through innovative technology solutions.

The mission of the Helpdesk/Deskside Support Technician is to provide ATR users with a centralized point of contact for responsive support, with a proactive approach to identifying and solving problems. We strive to exceed our clients' expectations in our ongoing pursuit of service excellence.

• Interacts directly with the users to carry out the activities of the Help Desk and specific issues.

• Responsible for daily operational requirements and activities for Level I & II support as assigned by manager.

• Applies knowledge of hardware and software troubleshooting, research, and repair problems that are identified.

• Ability to work with a team to implement process improvements and new technologies

• Assists in developing Help Desk department reports and other documentation as requested by manager.

• Answer helpdesk calls or respond to tickets, assisting users over the phone or at their desks.

• Install/troubleshoot laptop/PC hardware (component, BIOS, etc)

• Install/troubleshoot application software (Windows OS, MS Office, etc), user account management (Active Directory - create, modify, disable, delete, etc), user Exchange email box and Outlook profile creation and management, and installation/support of other third-party software.

• Deskside technician would own the trouble ticket system, managing and keeping up with all tickets submitted, following up and resolving tickets in a timely manner. There is also the requirement to perform after-hours on-call support for urgent cases approx one week per month.

• Assist Senior Engineer staff in IT implementation projects - including: PC deployment, server implementation, network upgrades, and other IT initiative

• 3-5 years deskside experience

• Strong PC/Laptop hardware troubleshooting and deployment skills Strong software application installation/troubleshooting skills

• Proficient server hardware experience, or demonstrable knowledge (RAID, platforms, etc) MS server OS (2000 - 2008) troubleshooting skills (folder permissions, access, etc)

• Understanding of basic networking and network troubleshooting (TCP/IP protocol, layer 1 cabling/patch panels, connectivity, and layer 2 switching concepts)

• Ability to perform basic network troubleshooting problems at desktop and over telephone

• Minimum 2 year experience supporting a Microsoft Active Directory/Exchange/Office enterprise environment (medium to large office)

• 3+ years Active Directory management of user accounts and Exchange mailboxes

• 3+ years experience with Microsoft Windows XP Pro, MS Office 2003/2007, MS Outlook user mailbox management Familiarity with installing various third-party software including VPN clients

• Must have drive, ambition, and ability to constantly learn and accelerate career to higher levels

• Willingness to take on new tasks and explore uncharted territory in line of work

• Excellent customer service skills

• Must be highly responsive with ability to quickly complete tasks and turn-around requests

• Strong documentation skills

• Strong organization skills

• Professional and positive attitude (working with end users and customers on a regular basis)