Desktop Support L2 MacJAMF

Baltimore, MD - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Role: : Deskside Support L2 - MAC JAMF

Location: - Baltimore MD-Day One Onsite

Job Description:

Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Technical Requirements

Technical Requirements

Phone support experience necessary.
Technical Service desk or technical call center experience is necessary.
Disciplined systematic problem solving skills required.
Windows Operating systems
Clients: Windows7 Windows Vista Windows XP Windows 2000
Servers: Windows 2000 Windows 2003 Windows 2008
Knowledge of Active Directory Exchange 2003/2007
ITSM ticketing tools such as Remedy HP Service Center Peregrine Service Center
Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools
MS Office Suite (XP): MS-Word MS-Excel MS-PowerPoint MS-Outlook MS Project and MS Visio
Internet browsers (e.g. Explorer Chrome Firefox)
VPN and remote dial-in users
Support for laptop desktops and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like WinZip etc.
Ability to troubleshoot and PCs printers and cellphones with MAC & Windows.

Soft Skills

Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE (Including MS Project and Visio)
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive Customer value and its methodology

Other Skills / Experience

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
Personal dedication to providing high quality superior service at all times. Ability to finish what is started is a must.
Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared.
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality

Years of Experience

Total : 3-4 yrs. of University education post High school (. or Diploma)
Relevant : 2 - 3 years of Service desk/desk side customer service and support experience with problem solving involving hardware

Certification requirements

Preferred MCP/MSCE/MSCA
Preferred Apple Certification
ITIL knowledge of V2 or V3 especially on Service Desk Incident Problem and Change Management preferred

Education requirements

Total: 3-4 years of University education post High school (. or Diploma)
Bachelors / Masters / Equivalent

Role: : Deskside Support L2 - MAC JAMF Location: - Baltimore MD-Day One Onsite Job Description: Coordinate desktop changes to avoid deployment collisions. Prepare requests for rollout Prioritize change requests Create rollout plans for changes requests Coordinate implementation process Keep trac...