Job Description:

BuildPro SDSME

Position's General Duties and Tasks Required. The successful candidate must have experience working in a matrix team environment with the following duties: Providing SME level PC support for heavy use BuildPro departments within the client's environment* Provide strategic leadership and planning for technical support of Client end user devices * Utilizes ITIL standards for Incident, request, configuration, change and problem management * Works with the service management and delivery manger team for continuous improvement * Knowledge to provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets. * Accessible 24/7 for support services for other Dell team members and/or customer in the event of a high severity ticket. * Participates in IT bridge class when necessary for troubleshooting technical issues that Dell supports * Necessary to provide timely customer support to Clinical and Business users. * Able to utilize established tools sets for network account creations, workstation and laptop standard managed configurations. * Provide Handheld and project support as assigned and, when required, works autonomously typically dealing with "tickets" independently. * Handles escalations from Dell team members and Intermediates brought to lead technician for resolution * Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians * Analyzes moderately complex to complex problems and takes corrective action at the service area level * Participate in all compatibility testing prior to rollout of any new image * Provide cross training and knowledge transfer amongst team members * Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes * Implement and utilize remote tools * Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements.

Basic Qualifications:

* 4 to 6 years of desktop support including both PC and Apple hardware, Apple and MS Windows operating systems including:

* Experience with remote access and client workstation support. * Experience with IT Field Services tools. * Knowledgeable and the ability to support MS Windows 10 operating systems. * Knowledgeable in supporting MS Office Suite and Outlook. * Basic network troubleshooting skills and understanding of TCP/IP. * Network printer configuration and troubleshooting skills. * Familiarity with Active Directory services. * Strong customer service, written and verbal communication, documentation, and telephone skills. * Must be able to mentor and lead a team of 10 to 14 technicians * Must be able to communicate ideas and potential solutions to the team * Prefer someone with ITIL certification or previous ITIL training * Ability to communicate complex issues or strategic information in a customer friendly manner. * Bachelors Degree preferred * Technical Certification * 3-6 years of related industry experience with High School Diploma or equivalency * 2+ years of related industry experience with Bachelor's Degree

Nearest Major Market: Philadelphia




Job Segment:
Testing, Technical Support, Technology

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