Technical Support Specialist -210391

• This role will be reporting to CAES IT Service Delivery West Coast End-User Support team.

• 10% or less travel may be required.

• Role will be primary point of contact for Tier 1 support.

• Supporting mixed network environment, meeting the need of the business user, software and peripheral equipment and the documentation of practices relating to these technologies.

• As applicable updates knowledge base articles.

Responsibilities:

ESSENTIAL FUNCTIONS and DUTIES:

• Legacy AD support, active Directory; add new systems to the network; unlock/reset user account password

• Hardware; complete hardware installations, equipment moves; BIOS patches; hardware troubleshooting; desktop hardware support of end user systems

• Network; patching drops, monitoring network availability; troubleshooting connectivity issues; make custom length patch cables; ability to troubleshoot with Netscout network analyzer

• ZOOM VOIP phone system admin experience, and or ability to learn a must; troubleshoot phone connectivity issues, programming extension changes; deploying new services.

• Software; install/deploy licensed software on workstations; ensure software asset management policies are followed.

• Provision/Deployments; Provision user workstations using LTP documented process, have knowledge of deploying systems imaging tools such as Acronis with current OS patches for new and older systems; imaging and inventory new systems for stock; collect and dispose of obsolete equipment abiding by the IT Asset Management Policy/SOP.

• Security Patching; ensure user workstations are up to date with all security patches currently reported as necessary

• Virus/spam protection High Proficiencies

• Maintain printers, contact vendors (HP/Canon) for printer repairs; work with Systems admin staff to configure new print queues and new printers.

• Corporate Mobile Device management experience, mobile device troubleshooting

• Participate in daily huddles to review aging, unallocated tickets related to problems/issues/delays to limit User escalations and to improve user response/resolution time.

• Ensure fellow End-User support team members are also abiding by IT Asset Management process, ensure IT meets the annual goal deliverable of abiding by Asset Management to support DFARS, CMMC certifications and controls.

• Improve and maintain 6S in your area; make suggestions for improvements.

• Participate in Lean/Six Sigma activities in own work area as well as events for other areas to enhance cross-functional problem solving.

• Bachelor degree in Information Technology or 4 years of experience

• A+ Certification and knowledge of PC Architecture

• 2 Years network technical troubleshooting in Corporate wide area network (WAN) environment (Switch, to user port)

• 4 years deploying end user hardware laptops, desktops, via automated provisioning solutions (Ivanti EPM, MS USMT)

Preferred Job Qualifications:

• Advanced knowledge supporting MS Teams, ZOOM Meetings, ZOOM Administration

• Advanced knowledge of MS Office Suite

• Analytical skills: ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form; ability to work with data reports

• Time Management & organizational skills: flexibility and adaptability to changing priorities and assignments; ability to maintain confidentiality; ability to perform with a high degree of multi-tasking familiar with usage in general office equipment

• Excellence Behaviors: remain engaged, proactive and positive even in tough circumstances; own assignments and be fully accountable for their success; align actions, behaviors and conversations to what matters most; bring out the best in others and recognize the value in every person’s contributions; ability to work regularly with customers face-to-face, phone or e-mail

Q&A

1. Describe your experience providing Tier 1 desktop support in a corporate environment.

What types of issues did you handle most frequently, and how did you prioritize and resolve competing support requests?

1. Walk me through your experience deploying and provisioning end-user hardware, including imaging, software installation, asset management, and workstation setup.

What tools, processes, and technologies have you used?

1. Describe your experience supporting Active Directory in a corporate environment.

What account administration, password management, access control, and system support responsibilities have you handled?