The Internal Client Services group is looking for a talented individual providing desktop support to internal staff throughout the organization. Internal Client Services is responsible for ticket and call queue monitoring, resolution of desktop-related issues, application support, workstation builds and repair, and peripheral support. Resolving issues promptly and effectively is critical to maintain productivity and to facilitate effective CSI customer support. Desktop support technicians are challenged with dynamic issues that require the utilization of educated troubleshooting skills and employment of best practices and industry standard tools. This position is a hands-on technical role that comes with many benefits such as working with an innovative team, a strong focus on goal achievement, integrating the latest technologies and working in an ever-changing, fast-paced environment.
Monitor, analyze, and resolve workstation-related incidents for CSI’s internal users while observing the highest level of security requirements
Monitor call and ticket queues during assigned shifts to address employee issues and concerns. Tickets may be centered around workstation issues or have a more educational focus. Ensure tickets are updated with accurate and timely information.
Maintain workstation compliance with regards to patching, antivirus, and other enterprise management tools.
Analyze and test workstations for hardware and software issues and product compatibility
Install operating systems and software through approved methods to ensure all workstations meet corporate and departmental standards.
Perform technical support, troubleshooting and tuning for all workstations, desktops, laptops and VDI, as well as mobile platforms for reported issues. These systems may be onsite or remote.
Perform desktop and laptop system image management and deployment
Assist other departments with troubleshooting and resolving issues with various systems outside of a typical workstation support role. Examples are network and power related systems.
Understand and comply with all applicable policies and procedures
2-3 years of relevant experience supporting Microsoft Operating Systems and Office Suite, preferably in a service desk environment with a ticketing system and call queue.
Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions
Experience supporting VPN clients and VPN Administration
Experience with support and setup of mobile devices running Android or iOS.
Experience supporting internal clients remotely via Remote Control tools such as WebEx and SCCM.
Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.
Ability to install and troubleshoot end user technology issues remotely
Experience imaging and deploying new and replacement laptop and desktop equipment
Experience supporting queries and ODBC connections using Excel or Access for Oracle or SQL databases a plus
Ability to troubleshoot basic networking issues (IP addressing, DNS, firewalls, etc.)
College Degree in IT-related field (Computer Science, Information Systems)
Windows OS certification
CCNA or some other Networking certification
Backup Technologies Administration
VMWare vSphere, VCenter Administration
Terminal Services administration including Citrix XenApp, Microsoft Remote Desktop, VMWare View