DESCRIPTION
Looking for a rewarding and challenging career with a dynamic, growing organization? We have an immediate need for a Principal Technical Support Specialist to support an important government customer in Detroit, MI.
Clearance: Public Trust (2 years residency in the US Required)
The technician position duties include such as ticket monitoring, troubleshooting, repair, maintenance and working on special projects as assigned. The technician will provide technical support and establish priorities within a small team environment and work independently when required. Follow standard procedures and written instructions to complete assigned tasks.
Work hours are from 7:30 a.m. to 6:00 p.m. Monday-Friday. S chedules may be adjusted as needed (Ex. when staffing is limited or workload is high).
Essential Duties and Responsibilities :
Serving as an Advanced Level Support on the USPTO Detroit Remote. Responsibilities include:
* Monitor the Remedy tracking system to p rovide support, repair, maintenance, configuration and installation of laptop and desktop computers, peripheral equipment and software.
* Plan and schedule deployment and moves of hardware such as desktop, laptops, printers, and additional peripherals.
* Work with vendor support contacts to resolve technical problems and provide assistance to end users for laptops , printers and peripherals
* Image desktop and laptops to ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, VoIP systems, application servers and administrative systems.
* Operate, troubleshoot, install, upgrade, monitor, manage, and maintain the voice, network, software, firmware and security infrastructure.
* Support high-volume Group Printers, Xerox printers and PC workstations associated with the printers.
* Responsible for monitoring paper and toner level, clearing paper jams, checking print quality, restocking paper and toner, maintaining log files, troubleshooting printer problems, creating and resolving trouble tickets.
* Develops and plan all collaboration suite tools to ensure communications facets for diverse and complex voice, data and video systems and subsystems.
* Follow the approved production Problem/Change Management system to track all problems and changes.
* Perform and maintain IT Asset and Configuration Management for voice, video teleconferencing, collaboration, network, and security systems, devices, and infrastructure to include hardware, software, and configuration.
* Manage Asset lifecycles e.g. procurement to disposal
* Equipment scanning and logging equipment details. Data must be organized and managed to report inventory levels.
* Provide audio-visual, audio conferencing and equipment support services. Audio conferences are scalable from a few participants to over one hundred participants
Qualification Requirements
Highly energetic, motivated, self-starter work within a small team environment; At least 3 years of experience as a Desktop Support Technician, in a multi-user environment supporting desktop hardware and/or software configurations; Extensive knowledge of internal components and troubleshooting procedures for laptops and desktop CPUs, processors, video components, HP printer components and Blackberry or other PDAs; EAMS (Remedy) experience with ticket creation, updating, and monitoring queue. Customer service skills and ability to communicate effectively to multiple individuals and difficult customers in a professional manner. Current experience supporting USPTO from a technical support perspective is ideal. Support of Windows PCs with Microsoft XP & WIN 7 operating system is required; Previous customer service experience and good oral and written communication skills required; ability to manage and prioritize multiple tasks and exhibit attention to detail; strong conceptual understanding and wide application of technical principles, theories and concepts in the field of system administration along with general knowledge of other IT related disciplines; Must be a team player and able to lift at least 50 pounds; LAN and Network experience is also required; Job may require occasional travel one to twice a year.
Technical Requirements
* Advanced hardware/software technical support experience consisting of installation, setup/configuration, trouble-shooting, diagnostics, maintenance and repair of PCs, printers and peripherals
* Experience providing advanced technical and configuration support for microcomputer hardware, networks, and account administration..
* Experience with trouble-shooting and supporting operating systems (i.e
Employer's Job# 4807
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