Desktop Support Engineer
5 - 7 years experience • Professional, Scientific & Technical Services
General Function: * Solid understanding of security fundamentals as they pertain to application systems. * Strong interpersonal, presentation and customer service skills * Understanding and troubleshooting IP networks * Proven support documentation creation * Proven implementation project plan creation Essential Duties & Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position. * Engineering, design, and evaluation of new and current production application systems and supporting infrastructure * Operational planning, design and implementation for new and updated programs, inclusive of effectively utilizing tier partners * Systems analysis and support for Internet based solutions * Provides extensive troubleshooting and technical expertise in identifying issues that impact service delivery * Provides comprehensive troubleshooting and recommended fix for application issues, including batch jobs, stored procedures, application functionality and presentation layer * Provides design requirements, feedback and guidance to software development teams for operational best practices * Documentation of operational aspects of applications for the team and tier partners * Analysis, stability and support of a specific subset production systems * Scheduling, planning and implementing new systems * Operational support as application SME for 24x7 systems, including on-call rotation duties * Utilizing your enterprise technical expertise to drive the improvements of production systems * Utilizing your support expertise to set and improve existing standards for system administration, such as process, builds, monitoring, reporting and documentation Supervisory Responsibilities: * None Minimum Knowledge, Skills and Abilities required: * Bachelor's degree in Computer Science, IT, or equivalent demonstrated IT work experience * Expertise running mid to large scale implementation projects, often with tight deadlines * Deep expertise and hands-on experience with Microsoft (Win2k3 32bit and 64bit) server products in an enterprise environment * Expertise in IIS 6 and 7 * Experience with Linux * Expertise in program on-boarding, inclusive of design, requirements and implementation * Proven experience with, and deep understanding of, performance tuning * Expertise building, implementing and supporting monitoring tools * Proven expertise with one or more of the following scripting languages; vbs, perl, asp, wsh, bash, csh * Proven experience with SQL * Prior experience supporting Contact Center applications (CRM, WFM, IVR, telephony applications) * Previous testing experience is a plus * Certifications are a plus! Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.
Basic Requirements: * Bachelor's degree OR a High School diploma and 3 years of directly related experience * One to four (1-4) years of experience for Desktop Support Specialist and five to seven ( 5-7) years of experience for Senior Desktop Support Specialist * Able to lift 50 lbs. * Technical proficiency with PC/Mac hardware and software (including Windows 2000/XP/Vista/7); working knowledge of local area networks and network administration; must possess strong technical skills and demonstrated ability to perform desktop support in both Windows and Macintosh environments; demonstrated knowledge of the use of information technology; strong interpersonal and communication skills; strong project management skills; demonstrated ability to work independently, and on multiple projects simultaneously; demonstrated ability to work with a wide variety of people throughout an organization; and demonstrated ability to learn and use new technology. Preferred Qualifications: * Four or more (4+) years of technology support experience (5+ for Senior Desktop Support Specialist); certifications such as Comp TIA Network+ certification, Security+ certification, A+ certification, Microsoft or Apple certification * Applied technical experience with PC/Mac/Unix platforms and configurations * Strong interpersonal and communication skills; strong project management skills; demonstrated ability to work independently, and on multiple projects simultaneously * Demonstrated ability to work with a wide variety of people throughout an organization; demonstrated ability to learn and use new technology * Technical proficiency with IBM-compatible PC hardware and software (including Windows 2000/XP/Vista/7) and one or more of the following: Macintosh hardware and operating system, and UNIX operating system; working knowledge of local area networks and network administration; and an exceptional and thorough understanding of Windows 2000/XP/Vista/7, Macintosh.