PDS Tech Inc Desktop Support Engineer in Pasadena, California

PDS Tech is seeking a Desktop Support Engineer in Pasadena CA for a 12 Month Contract.

If you are interested, please apply here or email your resume to Jill at jmaasberg@pdstech.com

POSITION SUMMARY:

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals.

This includes the following activities:

Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

Managing returns on warranted parts and systems Packaging and shipping replacement parts to customers

Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers

May lead the development of information technology and infrastructure projects Installing, supporting and troubleshooting approved desktop software

Performing planned maintenance, moves, adds and changes Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)

Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel

Creating and maintaining images for standard systems

Recommends hardware and software solutions, including new acquisitions and upgrades

Demonstrates good judgment in selecting methods and techniques for obtaining solutions Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures Troubleshooting and resolving intermediate LAN connectivity incidents Ability to work on call after hours as required

Communicate effectively with multiple customers and co-workers.

ADDITIONAL RESPONSIBILITIES:

Consulting with the Service Desk on support calls

Able to communicate highly technical information to both technical and non-technical personnel

Providing Case status updates to management and end-users

Providing phone support and diagnostics to remote customers

Participating in training programs designed to educate customers about basic and specialized applications

Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction

Analyzes problem trends and develops ideas to achieve problem resolution

TEAM LEAD RESPONSIBILITIES (if applicable):

Ability to fill in as acting Team Lead when necessary

QUALIFICATIONS:

Ability to work independently and take ownership Solid technical and analytical skills required Ability to manage IT / Desktop initiatives and organize projects

Thorough knowledge of supported Microsoft Windows operating systems Intermediate Experience with Active Directory administration

Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE:

Associate's Degree or equivalent experience required A+ Certification recommended MCTS, MCITP, MCPD, MCM preferred MCSA, MCSD and MCSE preferred ITIL Certification preferred

4-6 years or more of related experience preferred

SPECIAL CONDITIONS:

(Travel, work environment, physical demands, certificates, licenses etc..)

• Ability to travel as required.

• Ability to lift 50lbs (printers, desktop machines, etc).

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.