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Senior Desktop Operations Associate

Company Name:
Top Prospect Group

JOB SUMMARY:
The Senior Desktop Operations member is part of the Desktop Operations team responsible for monitoring, support and maintenance of the infrastructure in addition to providing Windows, printer and hardware support.
What you?ll work on:
Demonstrate expertise in all activities associated with providing end user support analysis, diagnosis, and resolution of complex desktop, server and peripheral problems for end-users, recommending and implementing corrective solutions.
Set up Windows in Active Directory and successfully install most applications through downloads and packages.
Advanced knowledge in PC Hardware, Anti-Virus software, Desktop management software Patch management (Patchlink), MS Exchange, Windows, Windows 2008/2012 server.
Strong experience in Internet technology, VPN, RDS (Remote Desktop Services) Wireless, Active Directory, MSI packaging.
Demonstrate mastery of personal computing to include use of advanced operating system commands and of company applications, Office 2007/2010 and other personal computer software tools
Provide a point of escalation and support for lower level co-workers and other IT areas. Provide technical solutions for remediation and repair. Perform post-implementation level support, identifying root cause with strategic solutions to problems
Act as a subject matter expert and provide mentoring and assistance to team members as appropriate.
Respond to senior management requests/issues within stated SLA process and procedure
Create knowledgebase articles.

What we look for:
3+ Years of support in Windows 2012/2008/2003 Server environment with Active Directory, VMWare, Windows7 and Mac OSX Desktop environments in a high pressure fast paced environment a must.
Bachelor?s degree recommended but not required.
Highly articulate with excellent communication skills
Exceptional customer service and technical mastery
The ability to apply decision making and problem solving skills, and effectively prioritize and complete tasks. Independently grasps and solves complex issues ? must be a go getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact. Use logic and methods to solve difficult problems with effective solutions.
Excellent customer service and interpersonal skills in a professional service environment, with responsibility for supporting multiple applications; team oriented-professional and cooperative attitude is a must.
Ability to work in a dynamic environment, including effective multi-tasking, exercising objectivity, composure, and professionalism under stress, and advancing on long-term projects parallel to ongoing daily business needs (Keep the Lights On)
Excellent oral and written communication skills, able to relate to business (ability to work with customers that have limited technical knowledge) and technical customers. Ability to interact with executive level management.
Must have strong leadership and project management capabilities. Strong ability to manage multiple projects and rapidly changing priorities.
Must be willing to work more than 40 hours to get jobs done when business needs demand. Different shifts as coverage dictates including periodic overtime with short notice. Some weekend hours required when business needs demand.
Ability to maintain objectivity and composure under stress. Show flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view.
Must be a self-starter with a demonstrated ability to prioritize work and work independently on multiple tasks.


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