Desktop Technical Customer Support* at Portland

Desktop Technical Customer Support

Desktop Modernization Project (DMP)/Virtual Desktop Infrastructure (VDI) Client Support

Overview:

This position is located in the Client Support organization within the IT department. The position is for desktop application packaging for the Desktop Modernization/ Virtual Desktop Infrastructure (VDI) deployment project working with the project manager/team and as a member of the IT Client Support organization. This position supports the DMP in preparation for deployment of a VDI.

Responsibilities:

Research, sequencing, patching and delivering applications via Microsoft APP-V

Assist Desktop services with deployment of Win7 Desktop deployment

Prepare for deployment of VDI

Make desktop applications usable in the virtual environment

Provide 2 nd tier/advanced technical support related to desktop technologies

Create, edit, and update process documentation

Adhere to all existing processes, best practices, procedures, and work instructions

Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required

Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group

Interpret IT client Operating System or server system and product issues and provide resolution when possible

Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients

Follow complex procedures and explain technical solutions to a wide range of clients

Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.

Solve technical issues in a professional manner or escalate in a timely manner.

Prioritize work with a focus on client satisfaction and follow through.

Requirements:

10+ years of experience, Computer Technology or related field is required

Undergraduate College Degree is preferred, or in lieu of degree, an equivalent of 4 additional years experience (14+ years total) in Computer Technology or related field is required

One or more of the following certifications is desired: A+, MCP, MCSE, MCDST

Experience/working knowledge of Terminal Services/Citrix is desired

Proficiency in the use of the full MS Office suite MS Office 2003, 2007, and 2010 (Outlook, Word, Excel, PowerPoint, and Access) and other office automation/production software is required

Knowledge of and Skill in Applying:

Packaging of desktop applications into .msi format for integration into software delivery systems (MS System Center Configuration Manager)

Sequencing of desktop applications for virtual delivery using MS App-V and MED-V, and Citrix XenApp and XenDesktop

Resolving application packaging, sequencing, and delivery issues

Conducting thorough Quality Assurance (QA) testing

Excellent problem solving and troubleshooting skills with commercially and in-house developed software applications and delivery tools

Application packaging and sequencing technologies in a MS and Citrix environment

MS Windows XP and Windows 7

Virtual desktop/laptop or server hardware, configuration and troubleshooting

Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with IT.

Additional Requirements:

Will provide on-call and backup support for existing systems and functions. Location for on-call and backup support may be at facilities or off-site. Required to carry a supplied cell phone/pager and work non-core hours when requested.

Working shifts that range from 5:15 am to 6:15 pm

Some travel within the assigned service area to meet with supported employees or attend team or technical meetings is required.

The position is moderately active and requires a minimum level of physical ability sufficient to lift, carry, move and stack IT equipment weighting up to 40 lbs. Bending, stooping, lifting, kneeling, reaching and walking for short distances (up to 500 yards) may be required.

Ability to meet timelines, milestones, project expectations and provide timely (weekly) status updates

Provide a sustainable IT infrastructure by supplying cross training and functional documentation

Display calm and a customer oriented attitude in fast-paced and sometimes stressful conditions.

Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities

Consistently arrive on-time for assigned work shift.

Understand and follow established processes and procedures including Change Management, Work Tracking and Time Management

High level of organizational abilities and multi-tasking

Excellent customer service and communication skills

Must be a US Citizen.

Equal Opportunity/Affirmative Action Employer

IND123


Country: USA, State: Oregon, City: Portland, Company: ACS Professional Staffing.