Desktop Support Tech Sr

The Department of Atlanta Information Management ("AIM") requires staff augmentation to facilitate Desktop Support responsibilities.

The Desktop Support Engineer will hold responsibility for but limited to :

• Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
• Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate
• Individuals will be responsible for responding to new customer support cases via phone email and chat
• Use their skills to troubleshoot and accurately document customer issues
• Providing regular communication to the customer in a timely and professional manner
• Assist colleagues in the team with mentoring and training
• Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary
• Assist in the testing of new product builds and releases
• Solve basic common user problems in real time, including software functionality problems and questions
• Basic understanding Windows Active Directory
• Familiarity with CCD and / or Digital camera technologies for tuning and improving video image quality
• Strong computer skills, including MS Excel, Outlook, Windows Operating Systems
• Work experience in a Technical domain
• Senior Technical Support Specialist will spend significant time with customers, so a great deal of "on-the-road" travelling will be necessary on a weekly basis
• Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience
• Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback
• As you gain in experience mentor new team members
• When requested perform customer on-site visits
• Work closely with Engineering to ensure issues are accurately diagnosed and replicated
• Debug Software and Hardware issues and provide solutions to the customer
• Report, escalate, and manage resolution of customer's problems
• Manage account and ensure any product updates / new releases are matched to the customer's business case and strategy
• Site visits and conference calls with customers and partners required
• Be able to work comfortably in a fast paced environment
• Responding to customer's operational queries
• Implementation of software updates
• Candidate should have strong SQL skills and ability to understand complex SQL statements
• Outstanding problem solving skills with good technical knowledge of storage systems and TCP / IP
• A strong capacity and desire to develop customer service and communication skills
• The ability to manage multiple urgent issues in parallel

Budget Information

Critical Hire Code (Assigned by Approver)

Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.)

Instructions

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Additional Background Verification Services (City of Atlanta)

To be completed upon candidate selection :

Global Monitor Check

State Criminal Record verification (past 7 years covering each State in which the candidate has resided)

Social Security Number Verification

Federal Criminal Records Verification (past 7 years)

Any additional requirements stated by the Agency on the requisition

Education Verification Employment Verification Drug Screening

MVR

(Suppliers Only)

To order, click on the link to the right :

Order Additional Background Verification services

Instructions (If Applicable)

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering. It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system. Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Agency Certification(s)

Please read and understand the following statement carefully : I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee. Do you agree with the above statement? I Agree Type Category Qualification Description Competency Required