Job Summary
- Company
- Trinine Enterprises
- Location
- New York, NY
- Industries
- Computer/IT Services
- Job Type
- Full Time
- Per Diem
- Temporary/Contract/Project
- Employee
- Seasonal
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- DSA2_RFT_NY_K_092502
Desktop Support Analyst - Level 2 (No 3rd parties)
About the Job
Desktop Support Analyst - Level 2 (No 3rd parties)
•Provide company wide desktop computing customer service and support
•Analyst is expected to handle all problems escalated from 1st level Support and resolve all issues. On rare occurrence where issues need to be escalated to Engineering, work with local and National Engineering team, as well as the Vendor, to remediate all issues.
•All agents are experts in Windows XP, MS Office 2007, Lotus Notes, and must be able to diagnose problems via system and applications logs, as well as performance monitoring tools.
•All agents must use Remote Control utilities (HP Remote Assistance, SMS Remote Control and Bomgar) to resolve customer issues.
•Assist customers with application configuration and the resolution of all desktop computer related problems.
•Participates in the administration and support of LAN hardware and software for file and print servers.
•Develops and implements hardware and software solutions for file, mail, fax, gateway servers and scanning.
•Update and manage Remedy ticket/problem tracking data.
•Configure and manage oftware Package Distribution via SMS Console.
•Create and maintain related documentation and knowledge base.
•Provides technical guidance to 1st level support team as required.
Required Skills:
•At least three years experience in a Desktop support role for a large company, performing LAN troubleshooting, diagnostics, research, and evaluation and/or interacts with IT staff or vendors in testing and operational support of complex system hardware and software problems and documentation of solutions.
• Configuration and Support experience with:
- Windows XP environment
- Lotus Notes 7.5/8.5, Samtime 7.5, and Quickr.
- Office 2007 applications, including Microsoft Access
- Internet Explorer 7.0 (and usage of certificates)
- Remote access troubleshooting; USB token authentication, Virtual Private Network solution (VPN), routers and wireless internet access.
- Mobile computing solutions including BlackBerry, wireless access via Aircards.
•Familiarity with client/server and open systems networking concepts.
•Knowledge of TCP/IP protocols.
•Excellent communication skills, analytical ability, judgment, and the ability to work effectively with client and IT management and technical staffs, consultants.
Critical Skills:
Lotus 8.5
Sametime 7.5
Windows XP
Office 2007
Preferred Skills:
•Bomgar Remote Control experience.
•Expert experience in support and configuring Lotus Notes 8.5.
•Remedy 7.0
•Familiarity with HDE encryption (SecureDoc Disk Encryption)
•Experience with Actividentity SecureLogin.
•MCSE Certification
Locals only. No 3rd parties
Duration: 5 - 6+ mos
Location: NYC
TO APPLY:
Qualified candidates please submit resumes to resumes@trinine.com Please include the position title in the "Subject" line.
Company Tools
Contact Information
Trinine Enterprises
