Sr. Client Support Engineer

Client Support Engineer

Compensation :   DOE

Acts as a support arm for all corporate infrastructure support and application teams. Follows all required policies and established corporate standards.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Analyzes and resolves assigned incident and request tickets; documents problem resolution and communicates impact to internal customers; identifies, documents, and escalates issues to other support functions.
• Utilizes our current ITSM tool and intake methods to document and record all IT issues and activities.
• Assists in supporting meetings at assigned location from an audio / visual / computing standpoint.
• Assists in the deployment of technical solutions (e.g. Scheduling, testing, installation, user training, onboarding, etc.) and documentation.
• Installs and configures hardware and software both in person and remotely; utilizes USF best practices and follows policy in installation and configuration of hardware and software.
• Manages change activities for all employee technical events (e.g. equipment setup, installation and removal, and basic user training as required with respect to new hires, terminations, position changes, etc.)
• Partners with the distribution center Operations team during peak shipping hours with technical equipment returns and repairs (RMA), printer maintenance, etc.
• Assists in inventory tracking of IT assets; manages stock of essential spare parts and equipment as required.
• Facilitates vendor repair and maintenance activities (e.g. scheduling and coordinating onsite work, directing vendor to equipment location, verifying required functionality upon repair, etc.
• Other duties as assigned by manager

SUPERVISION :

• N / A - there are no direct reports

RELATIONSHIPS

• Internal : All end-users onsite and virtually through IT Shared Services
• External : IT Vendors interacting with laptops, alarms, badging systems, various video displays, conferencing room equipment, printers, UPS, network equipment etc.

MINIMUM QUALIFICATIONS

• Minimum of 2 years of knowledge in the technologies used within IT Area :

o Windows Desktop environment configuration and troubleshooting

o Desktop troubleshooting skills

o PC Hardware build and configuration skills

o General knowledge of handheld devices (Smartphones, iPads, Android tablets)

o General knowledge of all Microsoft Office applications

EDUCATION

• Bachelors preferred but not required

CERTIFICATIONS / TRAINING

• N / A

LICENSES

• N / A

PREFERRED QUALIFICATIONS

• A+ or any Microsoft certification is preferred
• WLAN Technologies : Wireless concepts
• LAN Technologies : TCP / IP, Ethernet switching, VLAN concepts, Routing concepts, Web filtering concepts
• Network troubleshooting skills
• Active Directory and related support tools. This includes basic OU rights and administration.
• Server operating systems : Windows modern and legacy
• DHCP, DNS, WINS, TCP / IP networking
• Third Party Software - Altiris, Symantec Endpoint Protection, BigFix, VPN, FortiClient, VDI
• Report distribution using USF approved technologies
• Moves, Adds and changes with regard to telecom wiring and devices
• Audio visual experience with Enterprise Video Endpoints as well as

We look forward to reviewing your application. We encourage everyone to apply - even if every box isn’t checked for what you are looking for or what is required.

PDSINC, LLC is an Equal Opportunity Employer.