ALTIRIS ADMINISTRATOR | HELP DESK SUPPORT - Stable Health Care Company

Arcadian Health Plan is currently seeking and Altiris Administrator that completely understand the importance and usage of this very powerful tool!

If you are seeking a position with a company where you can really make your mark, and influence the growth and structure of a GROWING IT Department, please apply!

ALTIRIS ADMINISTRATOR | HELP DESK SUPPORT

SAN DIMAS, CA

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ALTIRIS ADMINISTRATOR | HELP DESK SUPPORT

JOB DESCRIPTION - Help Desk Altiris Administrator

REPORTS TO – Help Desk Manager

SUMMARY

Deploy, set up and operate the Altiris instance in support of asset management and Help desk ticketing at Arcadian.  This includes:

·         the Client Management Suite,

o        Client discovery and Inventory,

o        Imaging and deployment of images,

o        Software patch management

o        Remote assistance.

·         Service Desk 7.0

o        Inventory Solution

o        Application Metering

o        Asset Management Solution

o        CMDB Solution

o        Barcode Solution

o        Connector Solution

o        Help Desk Solution

o        Carbon Copy

o        Real Time System Manager

·         Server management Suite

o        Deployment

o        Inventory

o        Software management

o        Patch Management

·         Service Desk 6.0 and 7.0

o        the Provides first level of support to end users for PC hardware and software, email and telephone problems and questions.  This includes routine calls as well as more complex issues. This position requires the prioritization of computer problems.  This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment, in a Microsoft Windows-based environment.

ESSENTIAL DUTIESRESPONSIBILITIES

·         Configure CMS, Service Desk and SMS in the Arcadian environment.

·         Ensure that the agent is installed on all IT related devices.

·         Perform Asset Management and Inventory tasks for all IT related desktop, laptop and some peripheral devices.

·         Push software updates to the network devices

·         Push patches and hot fixes

·         Create reports on assets and service desk metrics

·         Respond to requests for technical assistance over the telephone, in person, and electronically.  Professional telephone etiquette is required.

·         Diagnose and resolve technical hardware and software issues

·         Research questions using available information resources

·         Advise user on appropriate action

·         Follow standard Arcadian help desk procedures

·         Log all help desk interactions

·         Administer help desk software

·         Redirect problems to appropriate resource

·         Identify and escalate situations requiring urgent attention per the Arcadian escalation procedure.

·         Track and route incidents and user requests and document resolutions

·         Prepare activity reports

·         Stay current with system information, changes and updates

·         Responsible for coordinating the shipping and receiving of assets between hardware vendors and Arcadian locations.

·         Ensure that equipment data is properly entered into the asset application

·         Deploy assets based on requests submitted by the End User community

·         Run queries within Altiris and MS Excel as requested

·         Compile data from Altiris and MS Excel into logical and comprehensive reports as requested

·         Assist desktop support technicians in the recovery of equipment as necessary

·         Work on Special Projects as assigned

·         Maintain a clean and professional work environment

·         Answer multiple internal customer phone and email requests for computer support services in a courteous and efficient manner.  Prioritize these requests, enter them into the Help Desk ticketing system, and perform first call resolution for the requesterwhenever possible or, when not possible to escalate to the next level of support. 

·         Provide First level of support services for computer systems in the areas of personal computer hardware and software, password resets, e-mail problems, server system problems, telephone issues and other system related issues.  This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment, in a Microsoft Windows-based environment.

·         Required to be on call in a rotating schedule for weekend support.

·         Assist Desktop Support Analysts with the set up and maintenance of new desktops and laptops as required expediting deployment.  Including but not limited to loading images, updating drivers and operating system, application patches.

OTHER DUTIES

·         Back up Help Desk Analyst and Desktop Support Analysts as needed.

The preceding tasks have been provided as examples of the type of work performed. Management reserves the right to add, modify, change and rescind work assignments as needed. 

KNOWLEDGE, SKILLS, AND ABILITIES (minimum qualifications)

1.      Minimum 1 year Altiris administration experience.

2.      Minimum 1 year Help Desk and Desktop support experience.

3.      One year certificate from college or technical school or equivalent combination of education and experience that give understanding of work procedures, job standards and the job knowledge that may be required.  Experience in Local Area Network/Wide Area Network structure, server systems, Telecommunications and software, are all preferred.

4.      Skilled in Microsoft server and desktop operating systems.

5.      Above average skills in MS Excel, Word and Outlook.

6.      Excellent ability to troubleshoot and diagnose network/desktop problems.

7.      Excellent written and verbal communications skills.

8.      The ability to perform at a work pace appropriate to the workload.

EDUCATIONAL REQUIREMENTS

1.      Minimum of High school diploma or general education degree (GED).

2.      Minimum MCSA Certification

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel.  The employee frequently is required to walk; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.  The employee is occasionally required to stand and climb or balance.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision.