OVERVIEW: Management Science Associates, Inc., (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. We are seeking a Senior Desktop Technician to join the MSA CORPIT division.
RESPONSIBILITIES:
- Diagnose, prioritize and resolve unique and complex end-user technical problems and incidents individually and with overall team, while strategically working with and enhancing the overall Service Desk product. Promote service desk efficiency, customer satisfaction, and aid in consistently lowering the cost per contact rate.
- Assist end-users with advanced level need analysis and preparation of requests while maintaining a positive service attitude contributing to a customer focused service culture and supporting internal team building initiatives and strategies.
- Lead efforts to efficiently and effectively handle large volumes of incidents and inquiries from internal and external client bases. Assist division management with staff coordination, incident escalation and team's incident resolution strategy performance while maintaining level headed, courteous, and professional behavior and a service attitude.
- Review work of Desktop Support team through report generation for quantity and quality of resolutions, customer feedback-satisfaction and root cause analysis. Assist divisions and customer base with need analysis and reporting.
- Assists with reviewing, coordinating and monitoring status of all incidents assigned to the Desktop Support team which supports desktop infrastructure hardware, software, and associated technologies including Microsoft Operating Systems and Office Suites for timely resolutions.
- Lead and monitor team's strict attention to detail and accuracy within all incident management responsibilities while communicating simultaneously with all division staff members and end-users and clients.
- Assist management with recruitment, training, mentoring, coaching and overall team development of new and existing Desktop Support professionals. Aids management in evaluating team and individual skills measured by monitoring strategies and reporting functions used within the incident management, and performance appraisal systems.
- Handles complex or wide spread incidents. Resolves problems independently or by working with other division personnel or strategic business teams and management.
- Review and test standard configuration systems, peripherals and applications/upgrades used within the end-user and corporation’s desktop infrastructure as well as overall research and solution development.
- Identify and implement improvements to the new hire training program including strategies, modifications, newly developed areas of training and team checklists.
Required Skills
- Technical certificate or AS degree in an Information Systems-Technology related discipline or equivalent experience
- Minimum of three years related experience working with desktop infrastructure hardware, software, and associated technologies including Microsoft Operating Systems and Office Suites
- Experience, proficiency and expertise within desktop infrastructure hardware, software, and associated technologies including Microsoft Operating Systems and Office Suites
- Ability to work efficiently within and/or quickly learn various supported applications including standard operating procedure within ITIL framework and enterprise incident management tracking system.
- Proven ability and expertise to grasp advanced technical details and complexities throughout the company, within the supported IT infrastructure and within the diverse inventory of supported applications and technologies including, but not limited to the following: multiple versions of Microsoft Operating Systems and Office Suites, Apple-Macintosh, Mobile Device and Virtual VM-VD operating systems, applications and environments, Outlook/Exchange, Active Directory, and Remote Connectivity support application and tools.
- Excellent customer service and communication skills with the ability to develop and enhance positive working relationships with team members, employees and customers.
- Ability to troubleshoot and install computers and peripheral equipment, install and configure PC/laptops with any OS and work with networked devices.
- Advanced troubleshooting skills with the ability to resolve advanced technical issues and train others within the diverse inventory of supported applications and technologies including, but not limited to the following: multiple versions of Microsoft Operating Systems and Office Suites, Apple-Macintosh, Mobile Device and Virtual VM-VD operating systems, applications and environments, Outlook/Exchange, Active Directory, and Remote Connectivity support application and tools.
- In-depth knowledge of functions and technologies developed, used and supported by various teams and platforms throughout the company and client base.
- Strong leadership and excellent communication skills with the ability to enhance team productivity and workflow processes by assigning and re-directing staff to appropriate assignments and priorities.
- Ability to learn and apply emerging technologies as they relate to company needs
- Aptitude to learn proprietary systems and non-standard hardware
- Ability to work independently and assist team members with the execution of resolving incidents in timeframe allotted within ITIL benchmark or SLA
- Ability to define work instructions for junior technicians and provide mentoring and coaching
- Ability to complete software/hardware/base level security assessments.
- Ability to maintain a professional attitude at all times. Professional under pressure.
- Self-starter and proactive
Required Experience