Sr. Deskside Tech
JOB DESCRIPTION
Delivers service for the proper operations and support of desktop applications, equipment, and technical functions in areas of responsibility. Provides assistance for computer hardware and software as part of the migration from Windows 7 to Windows 10 including the completion of necessary trouble tickets, report submissions and resolving technology issues. Performs installations, repairs, backups and service as needed. Provides desk side technical assistance for users post migration.
JOB DUTIES
• Career level position that applies advanced and specialized expertise of an administrative or technical nature. Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Works on assignments that are moderately difficult, requiring judgment in resolving issues and/or in making recommendations.
• Receives little instruction on daily work and general instructions on newly introduced and/or more complex assignments.
• Typically acts as an informal resource for colleagues with less experience. May assign tasks and provide guidance to lower level colleagues.
ADDITIONAL JOB DUTIES
• Assists with the evaluation hardware and software
• Participates in projects and increases knowledge of current technologies
• Documents all equipment installations; provide technical documentation and training to end-users
• Works in conjunction with the Windows engineering, Network and security groups on issues pertaining to the desktop environment
• Delivers a high level of customer service, pays attention to detail, works under pressure and prioritize technical versus non-technical issues
• Achieves stated Service Level Agreements and deliverance goals as assigned from the DSST supervisor
• Communicates basic technical concepts both in a written and oral manner
• Evaluates hardware and software
• Communicates complex technical concepts clearly both in a written and oral manner
• Contributes actively to the development, monitoring, and refining of the workflow and business processes to meet the goals of ERCOT Operations
• Develops and maintains strong expertise in ERCOT policies and procedures
• Assists with the development, monitoring, and refining of the workflow and business processes to meet the goals of ERCOT Operations
• Establishes strong working relationships with key staff members in departments
• Provides advanced systems management expertise for centralized administration of all workstations and laptops within the ERCOT Corporate environment
• Manages and maintains the configuration of the systems management console
• Supports the day-to-day operations of the desktop environment and may be asked to provide assistance to end users during high volume days
• Maintains expert-level knowledge of Microsoft System Center Configuration Manager (SCCM) or similar systems management software
• Provides technical support for configuration and administration of Windows Server software and hardware
• Conducts hardware imaging and software packaging/deployment and workstation patching
• Works as final escalation point for desktop hardware, software, and operating system problem isolation
• Serves as a Subject Matter Expert providing guidance to lower level workers. May schedule work, train, mentor, and/or coach other employees
• Conveys team goals effectively through strong written and verbal communication skills
• Assists with special projects, research and improvement initiatives
• Provides support for a 24 x 7 operation
EXPERIENCE
• Requires minimum 5 years related work experience in excess of degree requirements
• Requires 5 years of experience with Windows. Need to have experience with Windows 7 and Windows 10.
• It is preferred to have experience with migrating from one version to another.
EDUCATION
• Associate's Degree : Applied Technology or related field (Required)
• or a combination of education and experience that provides equivalent knowledge to a major in such fields is required
CERTIFICATION
• MCDST (Preferred)
• A+ (Preferred)