Desktop Support Tech Sr

The Department of Atlanta Information Management ("AIM") requires staff augmentation to facilitate Desktop Support responsibilities.

The Desktop Support Engineer will hold responsibility for but limited to:

Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites

Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites

May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate

Individuals will be responsible for responding to new customer support cases via phone email and chat

Use their skills to troubleshoot and accurately document customer issues

Providing regular communication to the customer in a timely and professional manner

Assist colleagues in the team with mentoring and training

Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary

Assist in the testing of new product builds and releases

Solve basic common user problems in real time, including software functionality problems and questions

Basic understanding Windows Active Directory

Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality

Strong computer skills, including MS Excel, Outlook, Windows Operating Systems

Work experience in a Technical domain

Senior Technical Support Specialist will spend significant time with customers, so a great deal of "on-the-road" travelling will be necessary on a weekly basis

Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience

Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback

As you gain in experience mentor new team members

When requested perform customer on-site visits

Work closely with Engineering to ensure issues are accurately diagnosed and replicated

Debug Software and Hardware issues and provide solutions to the customer

Report, escalate, and manage resolution of customer's problems

Manage account and ensure any product updates/new releases are matched to the customer's business case and strategy

Site visits and conference calls with customers and partners required

Be able to work comfortably in a fast paced environment

Responding to customer's operational queries

Implementation of software updates

Candidate should have strong SQL skills and ability to understand complex SQL statements

Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP

A strong capacity and desire to develop customer service and communication skills

The ability to manage multiple urgent issues in parallel

Critical Hire Code (Assigned by Approver)

Instructions

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

To be completed upon candidate selection:

Global Monitor Check

State Criminal Record verification (past 7 years covering each State in which the candidate has resided)

Social Security Number Verification

Federal Criminal Records Verification (past 7 years)

Any additional requirements stated by the Agency on the requisition

Education Verification Employment Verification Drug Screening

MVR

(Suppliers Only)
To order, click on the link to the right:

Instructions (If Applicable)

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Please read and understand the following statement carefully: I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee. Do you agree with the above statement? I Agree Type Category Qualification Description Competency Required