Description

Responsibilities

 

• Supports Service Delivery, adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Gathers data and compiles reports on KPIs, SLAs and other relevant data for management review
• Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units
• Assists with the development and implementation of short and long term solutions, including planning, testing and implementing new and enhanced systems, while remediating production impacting incidents and outages
• Coordinates with vendors on break/fix issues as necessary
• Images, installs, and supports software for all workstation types
• Troubleshoots, supports, and repairs hardware
  
   

Qualifications

 

• High School Diploma or equivalent required
• Minimum of five (5) years technology service delivery experience in a corporate and high availability environment, required, including knowledge of end-user and network based hardware and software for Desktops, Laptops, MAC, printers, scanners, routers, switches, mobile devices
• Experience with service delivery modes, processes, techniques and tools, required
• Knowledge of Microsoft Operating systems (XP, 7) and Microsoft Office Suite software, and Microsoft technologies, including Active Directory, DHCP, DNS, GPOs, etc., required
• Knowledge of Citrix, Networking (TCP/IP, DNS), required
• Excellent written and oral communications skills as well as analytical and organizational skills, required.
• Experience with CA Desktop and Server Manager and CA Service Desk or other ticket tracking software, preferred
• ITIL v3 Foundation or Six Sigma Certification, preferred

Key Skills

Education

Bachelor's degree