Desktop Operations Associate – THIRD SHIFT

Location: Stamford, CT
Skills: Windows desktop, Windows Server, HP SIM, Active Directory, Scripting

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JOB SUMMARY: 

The Desktop Operations Associate is part of the Desktop Operations team responsible for monitoring, support and maintenance of the company’s infrastructure in addition to providing Windows, printer and hardware support. The Desktop Operations team is responsible for providing level 1 support for 2nd, 3rd and weekend shifts.  THIS IS A THIRD SHIFT POSITION.  Hours:  6:30 pm to 8:00 am M-F.  Some weekends.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

  1. Respond to systems alerts for potential hardware and software problems, triaging issue and when necessary, escalating to appropriate L2/L3 support personal.
  2. Provides accurate and thorough turnover to other shifts including verbal and written details/reports.
  3. Monitor and maintain the health of infrastructure components (servers, storage, data circuits, computing environment, applications, Interfaces) supporting the business environment 24/7.
  4. Perform administrative tasks as necessary to resolve problems or maintain availability
  5. Assist with monthly desktop and server OS and application patching and upgrades
  6. Contribute to the support knowledgebase
  7. Provide on-site support for Help Desk issues related to hardware, OS, peripherals (Printers, Scanners, WOWs) and telephones.
  8. Prepare, test, and install Desktop machines as pertains to standard deployments or upgrades as part of a desktop refresh initiative.
  9. Provide technical assistance to projects as assigned
  10. Must be able to work independently on assignments
  11. Must be able to follow defined company policies and procedures
  12. Supporting Customer Service project activities aimed at improving our procedures and processes as well as anticipating our user’s needs
  13. Achieving standards in quality and productivity of software request management, including responsiveness, fulfillment time, & satisfaction
  14. Performs other related duties as assigned or requested in order to maintain a high level of service
  15. Completes required continuous training and education, including department specific requirements.
  16. Demonstrates professional work behavior by following Service Standards and Success factors.  Complies with departmental organizational policies and procedures and adheres to external agency requirements.
  17. Asset Management – Receiving of new assets, follow inventory control process, deploying of assets.
  18. Perform standard operations daily duties including daily backups, running jobs for finance team, monitoring and system maintenance in ePO.

QUALIFICATIONS/REQUIREMENTS:

  • High School Diploma or GED
  • 3+ years of enterprise infrastructure technology experience
  • Experience with Windows desktop and Windows server Operating systems
  • Experience with HP SIM
  • Experience with Solarwinds monitoring solution
  • Experience with Active Directory Structure
  • Scripting experience (VBScript)
  • Ability to troubleshoot and resolve problems with minimal supervision
  • Outstanding candidates will also possess the organizational skills to handle small to medium size projects
  • Strong customer service focus, highly organized, responsible, and team orientated with good interpersonal and communication skills
  • A client-focused approach, ability to work under pressure, and enthusiastic with a willingness to learn
  • Microsoft Certification in Desktop/Server Operating Systems are a plus
  • Some experience with Telecommunications is preferred.

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