Job Order #2023

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Posted Date: 2/10/2014
Job Category:
Position Title: Desktop Support - Desktop Support Analyst - Senior
Salary Range:
Location: San Francisco, California, USA
Desired Skills:
Name Level Experience Required
Best Practices No
Database No
Itil No
Mcp No
Mcsa No
Mcse No
MS Office No
Remedy No
Security No
Time Management No
Visio No
Description:

TOP 3 SKILLS
1. 5 + years of experience working on Desktop Support for senior end users using Remedy.
2. Experience providing support for iPhones, Blackberrys, Windows 7/XP, MS Office primarily.
3. Must come A+ and MCP certified. Additional certifications are a nice to have.

SOFT SKILLS
This individual must be polished and able to provide "white glove" service. Primary point of contact for approx 90 employees ranging from executive management to receptionists. Will handle 7 to 12 tickets per day.

HOURS
Flex Hours - 7:30pm to 4:30pm or 8pm to 5pm. On call on the weekends.

CONTRACT DURATION
12 month contract to start. Potential for full time in the future.

KEY DIMENSIONS
1. Customer Service Focus
2. Project Engagement and Delivery
3. Hardware, Software Installation and Support
4. Network Infrastructure Support

ACCOUNTABILITIES
• Completes complex update and maintenance activities to supported products with departmental procedures and standards in order to keep the systems optimized
• Completes testing, evaluation and implementation of complex products, including new products, software packages, operating systems and facilities to ensure System stability
• Provides ongoing 24/7 support of related products or service to ensure minimal impacts/avoid outages to the production systems
• Prepares detailed and highly procedural documentation used for internal tracking, reporting outside of the department, and/or project teams’ procedures
• Completes problem analysis and resolution for medium to high impacting service issues
• Participates in project related activities (larger/more critical initiatives)
• Identifies opportunities, develops alternatives and makes recommendations to the El Department Manager/Executive for improvement to existing processes at both the customer and department level
• Keeps abreast of technology trends and recommends alternative approaches and solutions to initiatives and challenges
• Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards
• Demonstrates Our Way values at all times
• Acts as a role model to influence and encourage others to understand and follow established policies and procedures
• Understand and follows security processes and understands how they apply to this role
• Assists in testing and verification of security controls in new or upgraded products
• Contributes to overall business results by making recommendations that significantly improve operational efficiency and effectiveness
• Participates in service delivery reporting to provide root cause and tracking information on Remedy incident and change records and develop recommendations on permanent fixes
• Is a resource coordinator for departmental engagements including use of external vendors to provide a central entry point for incident, change and problem issues
• Updates various databases and information systems to record all incident records for trending and reporting purposes
• Is able to adapt to rapidly changing technologies

KNOWLEDGE AND SKILLS
Knowledge:
• Possesses a university degree/college diploma in Information Technology related discipline(s) or equivalent work experience, and/or 5 to 7 years of 2nd/3rd level technical working experience
• Completion of the following certificates is considered an asset: MCSA, MCSE, MCP, A+
• Demonstrates solid knowledge in ITIL methodologies
• Demonstrates solid knowledge of communications protocols
• Displays sound knowledge of networking infrastructure and host connectivity
• Illustrates applied knowledge of current industry standard desktop hardware and software
• Maintains solid working knowledge in the use of the Microsoft Windows, MS Office Suite including Visio, Excel, Power Point, MS Access
• Exhibits sound knowledge of EI organization

Skills:
• Possesses solid verbal and written communication skills
• Possesses solid problem determination and troubleshooting skills
• Demonstrates sound relationship management skills
• Demonstrates solid customer service focus
• Displays sound experience in coaching and mentoring
• Is able to prioritize work in a fast paced environment
• Is able to work independently
• Is a team leader with the ability to work as part of a collaborative, geographically distributed team
• Exhibits solid meeting and time management
• Illustrates applied negotiations skills and the ability to manage through demanding situations and deadlines
• Is able to adapt to emerging technologies
• Is bilingual, which is a requirement for Eastern area support and an asset for all other areas



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