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Desktop
Support Analyst III
Support Services
San Diego Office
Job Summary
Provides day-to-day customer support to employees for network infrastructure
and internal desktop systems software and hardware. Installs,
configures and troubleshoots desktop systems, workstations, servers
and network issues in a heterogeneous environment. Maintains
passwords, data integrity and file system security for the desktop
environment. Communicates highly technical information to
both technical and non-technical personnel. Recommends hardware
and software solutions, including new acquisitions and upgrades.
May participate in development of Support Services and infrastructure
projects. May conduct training programs designed to educate
customers about basic and specialized applications.
Essential Functions
Job responsibilities include, but are not limited to:
· Repairing, moving,
installing, and maintaining desktop equipment and peripherals.
· Updating monitor maintenance
records, inventory information, and Action Requests in a timely
and accurate manner.
· Obtaining and maintaining
current vendor certifications as assigned by position requirements
and career-pathing.
· Maintaining a professional
image.
· Mentoring and providing
technical guidance and direction to other team members as needed.
· Communicating to customers
the status of their requests.
· Keeping work area neat,
clean, and organized.
· Ability to enter data
into a customer management system.
· Ability to manage customer
requests from point of contact to closure.
· Ability to log, track,
resolve, dispatch, and reroute calls through to resolution.
· Conduct user-satisfaction
surveys; produce results reports; provide recommendations on process
refinements to support the findings.
· Ability to document
procedures, corrective actions, and update knowledge base system.
· Provide technical troubleshooting
and configuration support for client desktop and networking environment.
· Identify responsible
group for problem resolution and escalation when necessary.
· Ability to work in
a team environment.
· Ability to communicate
effectively.
· Ability to meet and/or
exceed established service level agreements (SLA).
Qualifications:
· Strong understanding
with Win 98/NT/2000/XP operating systems.
· Hands-on experience
solving networking, server, desktop and configuration issues.
· Experience performing
system installations, technology migrations, hardware upgrades,
and repairs.
· Very strong hands-on
software experience - able to diagnose software compatibility and
address software issues.
· Experience with NetWare
5, Windows NT/2000 servers, Microsoft Exchange, Windows 98/NT/2000,
and Microsoft Office 2000.
· Experience with Cisco
routers and switches.
· Experience with UNIX
(Solaris and Red Hat) file systems, backup and recovery, systems
performance monitoring and tuning.
· Experience with TCP/IP
protocols including but not limited to DNS, SMTP, HTTP, DHCP, SNMP.
· Daily administration
of Terminal Services and Windows 2000 customer issues, including
software installations, upgrades, and administration of end user
accounts.
· Assists in the troubleshooting
of network related support including desktop end-user support.
· Knowledge of virus
protection applications and procedures.
· 4 years Windows 2000
experience.
· 4 years technical support
including PC troubleshooting in an Ethernet network environment.
· 4 years experience
in providing desktop and server support.
· Must have strong problem
solving and interpersonal skills.
· Demonstrates strong
desire and enthusiasm to learn
· Demonstrates strong
customer service skillsEducation
· BS Degree in Computer
Science or relevant experience.
· MCSE, MCP+I, CCNE,
CCNA, Sun, and Red Hat certifications preferred.
Bruce
Randall
Websense Inc.
Product Marketing Manager
858-909-9441 (W)
760-271-8797 (M)
brandall@websense.com
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