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Desktop Client Support
Closing Date: September 28, 2012
| Company: | Motus Recruiting and Staffing
Lake Oswego, OR |
| Job Location: |
portland, or - Multnomah County
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| Employment Type: | Full Time |
| Department: | IT |
| Salary Range: | $24.00-$27.00 per hour |
| Benefits: | Full Benefits |
Description: | The Desktop Support III position assists IT Clients with desktop hardware and software by diagnosing and resolving problems remotely or on-site. The Desktop Support position is responsible for providing technical assistance for site-specific applications and Microsoft Office products in an enterprise server-client environment. An example of a server-client application is Microsoft Outlook client connecting to multiple Microsoft Exchange Servers to exchange e-mail with both 4,000 internal clients and Internet clients. An example of server application software is the PeopleSoft Application Suite. The Desktop Support position is responsible for configuring new desktops, software upgrades, problem solving both hardware and operating system issues and ensuring client application functionality.
The position requires being on-call as a first or second responder on a 3/4-week rotational basis; i.e., the rotational on-call duty is for one week out of every three/four week period.
The Desktop Support position is moderately active and includes bending, stooping, lifting and carrying, going under desks, etc. Candidate must be physically able to lift 40 lbs. Will require some travel within the assigned service area to meet with supported employees or attend team or technical meetings
| Duties: | Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities.
Ability to meet timelines, milestones, deliverables and provide timely (weekly) status updates.
Communicate technical information verbally and in writing to technical and non-technical users
Provide a sustainable IT infrastructure by supplying cross training and functional documentation.
Provide on-call and backup support for existing systems and functions. Location for on-call and backup support may be at BPA facilities or off-site. Required to carry a BPA supplied cell phone/pager and work non-core hours when requested.
Understand and follow established processes and procedures including Change Management, Work Tracking, Property Tracking and Time Management.
| Qualifications: | Knowledge of and skill in applying:
Microsoft Windows XP or current Microsoft Desktop Operating System and associated hardware.
Microsoft Office 2003 Suite or current Microsoft Office Suite, including Word, Excel, Internet Explorer, Visio, PowerPoint and Outlook.
Desktop hardware such as memory, hard disks, video, etc.
Desktop peripherals such as multi-functional devices such as copier/scanner/fax
combos as well as USB devices, etc.
Basic local and network printer configuration and troubleshooting.
Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.
A working knowledge of Microsoft Windows 2003/2008 Active Directory, Window domains and file permissions structure.
Experience providing soft skills such as call management and customer service.
Remote connectivity such as VPN & dial up networking.
A working knowledge of Windows Server 2003 and Windows Server 2008R1/R2
A working knowledge of Citrix XenApp Server and Citrix XenApp Client
Experience supporting a virtualized application environment, including web, terminal services and click-once presentations.
A working knowledge of Group Policy Objects.
An understanding of Role Based Access Security principals
A strong understanding of IT concepts and principals.
A working knowledge of broad technical relationships (i.e. desktop to server, desktop to SAN, application system to database, etc
).
Sufficient to:
Install and configure all hardware, Operating System and site specific applications to a provided standards list and additional software.
Able to install and administrate, firmware patches supplied by vendors and security or update patches as required.
Configure Microsoft Office applications and resolve usability issues. Includes troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers. Resolve end-user functionality questions with Word, Excel, Visio, and PowerPoint.
Be able to troubleshoot and resolve hardware system level problems as they occur taking a proactive approach to resolve issues before they become major problems.
Configuring new desktops, software upgrades, and provides problem solving for hardware, operating systems and security permission issues. Troubleshoot desktop problems both locally and remotely in a multi-domain, secure Active Directory environment.
Ensure functionality of enterprise business applications such as the PeopleSoft suite by configuring OS settings and troubleshooting connectivity issues.
Solve and explain technical issues to a disparate range of technical and non-technical clients.
Participates in establishing hardware requirements and standards and procedures that fit within the overall Department of Energy and agency IT standards and processes.
Show experience working in a large production environment.
Determine and build Virtual Server Host and Guest systems and appropriately size and configure for optimal use.
May be required to be on call for off-hours emergencies.
Server, trouble shoot desktop to server functionality, trouble shoot server installed applications and start and stop installed services.
Active Directory, create, modify and remove user accounts, create and remove computer accounts and create or modify groups and group membership.
Citrix XenApp / Application Virtualization, publish application, grant permission to applications, session management, modify availability of published resources, trouble shoot client connectivity issues, trouble shoot client performance issues and trouble shoot client printing issues.
Group Policy, create and modify group policies, apply policies to objects and trouble shoot group policies.
Role Based Access Security, add and remove users to groups based on job function and audit user groups for changes insuring the appropriate level of access
IT Concepts / Relationships, situational application of technical concepts, principals to trouble shoot user issues. Understanding of broad reaching effects of failed components and the understanding of dependency effects.
MCDST (Microsoft Certified Desktop Support Technician) or A+ & MCP (Microsoft Certified Professional/Windows NT/2000/XP) desirable
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