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Desktop Technical Customer Support
Category:  IT/Technical
Description: 
TAD PGS, Inc. is currently seeking a Desktop Technical Customer Support for one of our clients in Spokane, WA.
 
Position Overview: 
This full-time contract Desktop Technical Customer Support 3 position is located in the Field Support Services organization (JRF) within the IT department.  This position supports the current desktop computing environment and new projects that are relevant to field IT services.  The technical support position provides technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.
 
Position Responsibilities Include:
  • Note: all official drafts, documents, materials and recommendations, as listed below, must be reviewed, finalized and approved / accepted by appropriate CLIENT manager and/or other federal personnel with the authority to do so.
  • Field telephone calls, voicemails and emails from CLIENT IT clients.
  • Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required.
  • Track issues using a central incident management application.
  • Identify IT client Operating System or server system and product issues and provide resolution when possible.
  • Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group Run diagnostic programs for troubleshooting or monitoring purposes.
  • Install, configure and troubleshoot Windows OS, as well as MS Office 2003, 2007 and 2010.
  • Serve as escalation within the Field IT Support team for Desktop/Laptop and thin client hardware.
  • Support peripheral devices (Printers, Smartphones, Scanners etc.).
  • Adhere to all existing processes, best practices, procedures, and work instructions.
  • Solve technical issues or escalate in a timely manner.
  • Prioritize work with a focus on client satisfaction and follow through.
  • Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
  • Using CLIENT and industry standards, follow complex procedures and explain technical solutions to a wide range of clients. Provide input for any procedure changes/improvements.
  • Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.
  • Verify equipment inventories are accurate.
Position Requirements:
  • Bachelor of Science in Computer/Information Technology or a directly-related field is preferred. Bachelor’s degree in specified or directly-related field can substitute for some related experience (see details below).
  • This is a Level 3 position: 10+ years of experience in Computer/Information Technology or related field is required (6+ years experience with Bachelor’s Degree in specified or directly-related field. 8+ years experience with Associate’s Degree in specified or directly-related field ).
  • One or more of the following:  A+, MCP, MCSE, MCDST or other infrastructure relevant certifications is desirable.
  • Experience and working knowledge of Terminal Services/Citrix is desired.
  • Proficiency in the use of the full Microsoft Office suite – Microsoft Office 2003, 2007, and 2010 (Outlook, Word, Excel, PowerPoint, and Access) is required.
Technical Requirements:
  • Expert knowledge of and skill in the following areas:
  • Virtual desktop/laptop or server hardware, configuration and troubleshooting.
  • Microsoft Windows XP and Windows 7 and associated hardware.
  • Desktop peripherals such as multi-functional devices such as copier/scanner/fax combos as well as USB devices, etc.
  • Basic local and network printer configuration and troubleshooting.
  • Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.
  • MS Windows 2003/2008 Active Directory, domains and file permissions structure.
  • Remote connectivity such as VPN & dial up networking.
  • Windows Server 2003 and Windows Server 2008R1/R2.
  • Citrix XenApp Server and Citrix XenApp Client.
  • Group Policy Objects.
  • Knowledge of and skill in the following areas is desired:
  • An understanding of RoleBased Access Security principals
  • A strong understanding of IT concepts and principles
  • Broad technical relationships (i.e. desktop to server, desktop to SAN, application system to database, etc).
  • Experience supporting a virtualized application environment, including web, terminal services and click-once presentations.
General Requirements:
  • Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technology.
  • Excellent customer service and communication skills.
  • High level of organizational abilities and multi-tasking.
  • General office skills such as phone and data entry skills.
  • Become familiar with and follow the safety practices of the CLIENT Accident Prevention Manual.
  • Follow established CLIENT processes and procedures.
  • 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.
  • Support a sustainable IT infrastructure by supplying cross training and functional documentation.
  • Meet timelines, milestones, project expectations, and provide timely (weekly) status updates
  • Display calm and customer-oriented attitude in fast-paced and sometimes stressful conditions.
  • Consistently arrive on-time for assigned work shift.
  • Ensure proper identification of self as a contract worker in all communications, correspondence, etc. 
Location  Spokane , WA
Minimum Experience (yrs):  10+
Required Education:  Other
Benefits: 
 
Recruiter Contact Info: 
Recruiter Name: Meme Ealy
Recruiter Email: meme.ealy@adeccona.com
Recruiter Phone: 
 
Company Info: 
TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.

A wholly owned subsidiary of the Adecco Group, the world’s largest workplace solutions provider, TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.
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