High School diploma and 3 years of experience in the direct delivery of IT support services.
Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows (all versions), Mac OS 8.0 and above, Microsoft Office Suite, Mozilla, email and web clients, Telnet clients, SSH clients, Antivirus software, TCP/IP, and imaging software as well as experience in troubleshooting peripherals (printers, scanners) and handheld devices (mobile, tablets, PDAs).
Experience using remote desktop management tools, such as LANDesk Management Suite or Bomgar, etc.
Knowledge of desktop security and standards (security/networking).
Working knowledge of local area networks and network administration.
Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, WINS, DHCP, DNS, and TCP/IP.
Demonstrated intermediate experience in one or more of the following:
Endpoint Systems Management (e.g LANDesk, BigFix Tivoli, Altiris, MS SCCM, Kace, etc.) for lab management, desktop imaging, migration, software packaging, deployment and/or patch management.
Creating and updating technical support documentation in a formal knowledge base.
Creating and or delivering end user training on technology.
Providing dedicated advanced support to executive/VIP clients or scientific/research oriented clients with specialized, non-standard technology needs.
Performing IT user administration and account management.
Strong technical, interpersonal, and analytical skills.
Strong organizational and time management skills including the ability to multi-task, prioritize, and individually manage a changing workload and schedule.
Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency.
Demonstrated ability to deliver professional customer service, end user training and consultation, effective team and project work.
MCSE, A+, Network +, CCNA or other industry standard certifications.
Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Eudora, Microsoft Exchange, patch management solutions, backup strategies, WINS, DHCP, DNS, and TCP/IP.
Experience providing technical support and services to classroom and computer lab environments.
Experience with DVD/VHS/CD components, Crestron, digital audio and video, projection systems and screens.
Special Work Schedule Requirements: May be required to work additional hours when under periods of high call volume or confronted with emergency, critical, or unusual situations that require additional time to troubleshoot and resolve. Must be willing and able to participate in a 24x7x365 on call rotation with other TTS staff.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.