This person will need to travel (across Delaware) and be in the Wilmington and Claymont Location  They will need to be able to do "Level II and III" but also be willing to answer Helpdesk issues.

Primary Job Function: Provides support to end users on a variety of issues.  Identifies, researches and resolves technical problems. Responds to telephone calls, email and Associate requests for technical support as well as assists others in the department with more difficult calls. Documents, tracks and monitors the problem to ensure a timely resolution and is repsonsible for all customer communication. Provides training support on new systems, products and to new Associates.  Has extensive knowledge and experience of commonly-used concepts, practices and procedures within the IT support industry (ITIL, MOF, HDI best practices), preferably in the banking arena.  Relies on knowledge management tool, instructions, pre-established guidelines and previous experience to perform the functions of the job.  Identifies knowledge base additions and makes recommendations.

REQUIRED SKILLS: 

• 
  
  All candidates should be able to own and identify root cause without escalation


• 
  
  Level 2 Technicians / Helpdesk experience only (this is a minimum)


• 
  
  Net+ or understanding of networking


• 
  
  Advanced PC Troubleshooting (ability to determine root cause, not reboot or workaround)


• 
  
  MS Office experience


• 
  
  MS Outlook experience (ability to diagnose issues at root cause)


• 
  
  Supporting roll out of software packages


• 
  
  VPN/Cisco Remote access skills


• 
  
  Blackberry support


• 
  
  Basic Server Administration (ex. Stop and restart services)


• 
  
  Print Queue (troubleshooting, creation, administration)


• 
  
  A plus- experience with Documentaiton and/or End-User training

The incumbent must have minimun of 5 years previous customer support experience.  He/she must have experience in a technical support role including hardware/software/operating systems as well as hands-on server and network troubleshooting experience. Experience with Active Directory, DHCP, DNS, MS/Exchange as well as Trend Micro AV products.  Previous experience in incident/problem management systems a must-have.