Workstation Technician

Scottrade

(St Louis, Missouri)
Full Time
Job Posting Details
About Scottrade
Scottrade, Inc., a financial services firm, partners with more than three million retail clients to provide the trading services and investment solutions they need to overcome barriers to financial success. Founded in 1980, Scottrade pairs its large nationwide branch network with advanced online products and services to help clients gain insight into the market and react quickly to trading opportunities.
Summary
The main purpose of this position is to provide Tier 2 technical support for complex technical problems that include Windows 7 and 10, Microsoft Office Suite, Active Directory, LAN/WAN and various other standalone and networked devices, including: printers, scanners, mobile devices, dual monitor setup, laptops, workstations, tablets, and network equipment.
Responsibilities
* Provide tier 2 support to internal customers (telephone, email, remote control tools and desk side visits) for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document it and resolve or properly prioritize the incident/request based on impact and urgency. Escalate internal customers’ incidents in a timely and efficient manner. Partner with third party vendors to provide necessary support and service for all hardware supported. * Deliver accurate and creative solutions to customer problems to maximize customer productivity. * Create, update and maintain technical and non-technical documentation. * Benchmark and baseline hardware. * Recommend system modifications to reduce or proactively address customer problems. * Facilitate and conduct corporate employee hardware moves; deploy and configure new branch office equipment. * Participate in Business Continuity End User Relocation testing and exercises. * Participate in IT projects or tasks as assigned. * Perform workstation imaging for all systems as assigned. * Perform system and user administration roles in Active Directory. * Perform other duties as assigned.
Ideal Candidate
**Knowledge, Skills And Abilities Required:** * Advanced knowledge of Windows operating systems (Windows 7, 10) with the ability to troubleshoot in a Windows environment; intermediate knowledge of Macintosh OS X. * Intermediate knowledge of Active Directory permissioning in an enterprise environment. * Intermediate knowledge of telecommunication technology and protocols including handsets, wireless headsets, mobile devices (Blackberry OS, Apple iOS and Google Android), VoIP and Blackberry Exchange server. * Basic knowledge of enterprise desktop security solutions such as McAfee. * Strong knowledge of remote software deployment tools such as Altiris DS. * Advanced knowledge of workstation architecture, network infrastructure and data transmission methodologies. * Motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers. * Ability to read and follow knowledge based procedures and apply information from technical procedures to daily job requirements as well as an ability to produce accurate technical documentation. * Excellent organizational and communication skills with a focus on customer service, attention to detail and effective follow-up including tracking, scheduling and monitoring the activity of the Service Desk Technicians using ticketing systems. * Intermediate knowledge of Workstation Hardware, Printers, Print Management Tools and Print Servers. * Intermediate knowledge of Group Policy. * Intermediate level proficiency with Microsoft Word, Excel, Access, PowerPoint, Project and Outlook. * Foster company success through a professional appearance, being courteous to customers and all Scottrade associates and by displaying a positive attitude. **Minimum Education & Experience:** * Associates degree in Information Technology or related field, or equivalent combination of education and experience required. * 2+ years desktop support experience required. * 2+ years customer service experience required. * Experience with ticketing systems such as Altiris, Remedy, HEAT, ServiceNow or Magic required. * A+, MCP, DELL , ITIL and/or related certification preferred.

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