Service Desk Engineer - Georgia IT Inc.
New York, NY
About the Job
Service Desk Engineer
Location: New York, NY
Duration: Contract
Rate: DOE
US citizens and those authorized to work in the US are encouraged to apply. No sponsorship is available for this contract to hire a job.
Must-Have Skills:
- Bachelor's degree in Computer Science, Engineering or a related field.
- A minimum of 5-8 years working experience in 1st and 2nd level Service Support, implementation and project management roles;
- MCSE Certification (current);
- ITIL Certification (current) or pursuing;
- Conceptual familiarity with the COBIT IT Governance Framework, the ISAE3402 Control Framework and ISO27001 Framework is a must;
- Thorough working knowledge on installation, configuration and troubleshooting of Wintel components, Windows 7/10 workstations and related peripheral components;
- Low-level working knowledge of TCP/IP protocols, Internet Technology, Infrastructure security & best practices with associated efforts on consistent technology updates;
- In-depth knowledge of Windows 2003/2008/2012/2016 Server, Active Directory, Microsoft Exchange, Windows 7/10, MS Office, IOS;
- Logical & systematic approach to problem solving required;
- Self-starter which can be relied upon to take sound decisions, based upon solid facts (resulting from a comprehensive and structured troubleshooting/diagnostic process);
- Works well in a dynamic multifunctional and multi-location environment;
- Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction;
- Takes end to end ownership for customer satisfaction through levels of support, planning and organization (i.e. takes accountability)
- Works well in a global setting with geographically distributed teams in US, NL and HK
- Familiarity with Windows Server scripting;
- Experience with batch scheduling concepts, including but not limited to monitoring and schedule creation, prior Vinzant GECS knowledge is a plus
- Responsible for the daily US service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities. Provides level 1 and/or level 2 support to the end users
- Performs 1st and 2nd line support for systems that are highly reliant on network technologies, such as Citrix, VPN, RSA amongst others;
- Works in accordance to the defined company policies, ITIL Service Management processes and the various other IT related processes and SAS70/ISAE 3402 controls of APG US;
- Professional interaction with the IT infrastructure department and customer community to ensure seamless service support;
- Installs and deploys desktop and laptop computers and IOS based mobile devices;
- Deploys computer software and patches through SCCM;
- Is co-responsible for maintaining the IT Asset Management and Configuration Management database (CMDB) in ServiceNow;
- Analyzes performance and connectivity of computer peripherals;
- Implements, maintains and administers enterprise antivirus services for desktops;
- Provides support for server and network based applications that depend on Active Directory, DNS, DHCP, WINS, etc.
- Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations;
- Researches, tests and applies patch solutions for desktops and laptops; actively participates in the periodical PVG (Patch & Vulnerability Group) team meetings;
- Performs related duties and special projects as assigned;
- Creates and maintains relevant process and/or system documentation;
- Monitors, maintains, administers, troubleshoots, escalates and reports on the APG US batch processing environment and related applications on a daily basis;
- Review and manage batch documentation to account for changes.
Source : Georgia IT Inc.