Sr. Help Desk Technician

Job description

Sr. Help Desk Technician JOB DESCRIPTION The Sr. Technician is responsible for the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. Triage, assign, and schedule help desk tickets as necessary. Dispatch tickets to vendors as needed. Coordination of some vendor accounts and billing. Records issues in ticketing system and coordinates referrals to appropriate technical, professional, or service personnel for services, repairs, and training. Utilize and maintain Helpdesk tracking software and assist with documentation of resolution procedures and scripts for help desk technicians. RESPONSIBILITIES Develop and execute plan for increasing overall desktop platform optimization and standardization. Ensure operational excellence by managing the SCCM infrastructure. Ensure correct installation, configuration, use and maintenance of the Microsoft SCCM Platform. Create and manage application deployment objects for new and existing software. Maintain ongoing communications with support teams regarding application issue resolution and general workstation management support. Provide 3rd level support for the desktop platform. Work with key platform vendors for support to resolve issues as well as platform strategy development. Coordinate release of critical updates and support Windows Servicing Model. Provide technical assistance to support groups as needed. Monitor Microsoft SCCM Platform health and mitigate identified problems. SCCM Client remediation/support, resolving and maintain SCCM client health on Workstations. Package/Troubleshooting/Support Applications Installation. Operating system deployment, creation, update, and maintenance. Monitor Incident and Service requests, to resolve or reassign to the appropriate resources to address. Work with different support teams to determine root cause of issue an escalate as needed. Interacting with clients as needed. ITIL Experience, understanding of change management processes. Some networking experience for troubleshooting SCCM distribution issues. Some experience with Elevated Privileged Management system (Similar to CyberArk EPM). Perform daily and long-term operational and strategic management of hardware and software Plan, monitor, and record hardware assets and/or software license to make sure they complied with vendor contracts in different software tools Apply a continuous improvement approach in enhancing the strategies employed in technology spending. Take part in various projects, providing support to IT Infrastructure and Finance Give specific directions to the help desk team members to enable them meet specific team needs Create and manage both intra and inter teamwork processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses Administer effective frontline line help desk assistance to clients where inquiries are beyond the knowledge of the help desk team members Showcase level of expertise by providing satisfactory explanations and solution to both client and team questions/issues Take measures of crisis management to control all effects that may arise from client problems and complaints to avoid escalation Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues Keep clean records of all activities in the help desk department and present them to management upon request for evaluation Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective. REQUIRED AND PREFERRED EXPERIENCE High School Diploma or equivalent, Bachelor s preferred At least five (5) years experience performing duties similar to those listed in the job description and responsibilities sections above Experience with application imaging preferred Motivated and lead a team to work in stressful situations occasionally requiring after hours emergency response Excellent written and verbal communication skills Problem analysis and resolution English language communication required

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