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Help Desk Support (2012212)

Company Name:
Anaren Microwave
Help Desk Support (2012212)" />
Help Desk Support
Tracking Code
2012212
Job Description
BROAD FUNCTION:
Provide first-line support on IT hardware, software, and systems for on-site and remote employees. The ideal candidate must have a good understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. Superior technical aptitude, strong written and oral communications skills and the ability to deal effectively with people are key success factors for this position. Proven ability to operate in extreme high pressure situations, handle multiple priorities and possess a high level of discipline while remaining flexible. Top-quality customer service skills in dealing with all levels in a team environment; display patience and have a sense of humor. Work under direct supervision.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
1. Configuration of PC s for new employees
2. Creation and modification of images for these PC s using Symantec Ghost
3. Quality testing of pre-issue PC s for connectivity and application functionality
4. Maintain PC functionality and stability with included accessories
5. Schedule and implement new user orientation on the operation of PC and navigation to network resources.
6. Maintain inventory assignment history of all IT equipment within iSeries and generate Excel reports on demand.
7. Maintain a iSeries work request repository of user issues and resolutions
8. Monitor and research errors, and work to resolve the problems
9. Prepare, maintain technical documentation
10. Test and rollout new patches and/or version updates
11. Maintain hardware inventory
12. Tape backup monitoring, loading and scheduling
13. Service call ticketing for warranty/non-warranty repairs and follow-up status
14. Train new users.
15. Service calls to provide first-line support for problems on all applications/hardware configurations and resolve faults quickly related but not limited to:
Hardware malfunctions
Software errors
Passwords
Printer Configurations, Errors, Jams
Software Installations and Configurations
VPN/Remote connection
Wireless Configuration and Connectivity
Burn and deliver CD media
16. Perform cable management activities.
17. Troubleshoot problems.
18. Maintain a safe and secure work environment.
19. Provide backup support for AS400 operator on basics - printing labels, printing reports and handling user lock-outs.
20. Close out AS400 system. Submit jobs and ensure queues are clear and distribute reports.
21. Set up daily, weekly and monthly backups and fulfill restore requests.
22. Initiate purchase request for hardware and software as well coordinate approval thereof.
23. Work to develop customer relationships through collaboration, respect, professionalism, trust and integrity.
24. Listen to understand customer requirements and take prompt appropriate action that exceeds expectations.
Required Skills
JOB KNOWLEDGE, SKILLS AND ABILITIES:
1. Ability to independently troubleshoot equipment and product problems.
2. Ability to multi-task.
3. Ability to operate computer equipment and access work stations.
4. Ability to interface with users and other department personnel and translate user requirements into computer programs.
5. Requires a high level of confidentiality.
6. Ability to work and understand multiple operations and process positions.
7. Demonstrate ability to work in a dynamic, fast-paced work environment.
8. Exhibit strong verbal communication skills, interpersonal skills.
9. Understand limitations and possess the cognizance to elevate/escalate when necessary.
10. Keep abreast of technology.
11. Ability to work in a dynamic field and environment.
Required Experience
MINIMUM QUALIFICATION REQUIREMENTS:
Education: Associate''s degree in Computer Technology or equivalent.
Experience: 3+ year related computer operation and help desk experience.
A+ Certification preferred.
Additional Requirements:Must be eligible to work on defense and satellite programs subject to ITAR Regulations. Therefore, candidates must be a U.S. Citizen or a U.S. Permanent Resident (''Green Card'').
Job Location
East Syracuse, New York, United States
Position Type
Full-Time/Regular

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