Desktop Support Analyst (VIP support)

Our client a very well known Service industry leader is seeking to hire a VIP-Level Support Technician to work directly with the top executives of this large company.​ If you are experience and comfortable working with this type of internal customers and fit the criteria listed below then we want to hear from you.​

LOCAL CANDIDATES ONLY, PLEASE!

The Information Technology department VIP Support position encompasses phone and desk side support, project team membership, service ownership and is the point person for support of our VIP customers.​ It is essential that this person be an excellent communicator and work well on their own.​ They will be responsible for providing white glove technical support for the most senior staff and need to act and communicate professionally at all times.​

Previous experience with ownership of a product/​project a plus.​ A degree in IT- related or computer science field is a plus with at least 4 or more years of experience with emphasis in VIP or high level Executive Support.​ Experience in a large scale environment is a must, supporting 1,000 users or more.​
Responsibilities

· VIP Service Ownership which includes: 24x7 Support for VIP Customers, including home office support, support while traveling, and high touch support for VIP Office Assistants.​

· Responsible for creation and updating all policies, procedures, and documentation for VIP Service.​

· Responsible for tracking trends and metrics for VIP support requests and driving to completion.​

· Responsible for documenting incidents, problems and requests in the company ticketing system (Service Manager)

· Responsible for providing resolution and documentation for escalated issues.​

· Responsible for researching and testing new devices/​software/​hardware that provides business value.​

· Responsible for keeping Tier 1 and Tier 2 trained on new procedures and policies involving new technology/​devices.​

· Responsible for the installation, configuration and support of the hardware and software supported in the environment.​

· Periodically required to assist on special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).​


Required Capabilities

· Has extensive knowledge of Active Directory, User Accounts, Groups, and OUs.​

· Has working knowledge of BES server, administering user accounts, device syncing and Blackberry Desktop Manager.​

· Has a working knowledge of the Microsoft System Center products (Configuration Manager, Operations Manager & Service Manager) to deploy, monitor and support the environment

· Has a working knowledge of PowerShell or similar technology used to automate repetitive tasks in the environment

· Experience in supporting and troubleshooting Dell Notebooks and Desktops

· Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 (Outlook, Word, Excel & PowerPoint)

· Experience in supporting HP color printers and copiers.​ From installation, to configuration, diagnosing failures

· Provide phone and desk side support for mobile devices (Blackberry, iPhone, iPad, Windows Phone & Android)

· Strong communication and customer-service orientation skills, including both phone and onsite support

· Analytical thinker involving problem resolution and process/​policy development.​


Desired Capabilities

· Experience in supporting IP based phone systems (Nortel /​ Cisco)

· Experience in supporting audio and video conferences over Office Communicator, Live Meeting, Skype & Cisco Meeting Place

· Has a working knowledge of SQL Report Builder to query and filter reports from the SQL based management systems

· Provide phone and desk side support for over 500 electronic e-Reader devices (Kindle & Sony e-Reader)

· Experience in supporting a paperless office environment utilizing the latest ADF document scanners to digitize the contents


Due to the heavy response to this job posting only those candidates closely matching experience listed above will be contacted.​ Thank you in advance for you interest.​