IT professionals - Helpdesk & Desktop Services

Management Applications, Inc., a leading provider of Managed IT Services is seeking IT professionals to support a contract serving a Technology Service Desk in Charlotte, North Carolina.  Applicants must be Dell certified and certified to work on HP printers.

It is expected that Service Desk staff will consist of Support Technicians, Support Technician supervisors, Desk Side Support Technicians, a Desk Side Support Technician supervisor and Service Desk Manager. Company personnel shall be Dell technician certified and certified to work on HP printers. The Company shall ensure both new and existing Company employees are provided ongoing support level training on new and emerging technologies throughout the Contract.

Background

Through the hiring of IT professionals this Entity expects to meet the following business goals and objectives:

• Maintaining centrally managed and integrated Service Desk and Desk Side support for Departments;
• Minimizing User downtime;
• Maintaining an accurate inventory of the networked and stand-alone PCs, Networked Printers, peripherals and other network devices; and
• Reporting trends and determining issues and providing reports for root cause analysis.

The Service Desk handles issues including, but not limited to:

• Dell PC’s (Desktop and Laptop, Windows and Apple);
• Telephones (PSTN and VOIP);
• Mobile devices (iOS, Android and Windows including tablets);
• E-mail services (Client/Server and Web-based);
• Networked Printers and plotter;
• Peripherals; and
• Radios and other communication devices.

**Please do not apply to this advertisement if you do not have experience in the below areas.

Responsibilities and Experience

Service Desk Support Technician

Service Desk Support Technician shall be courteous, knowledgeable of the environment, and speak clear proficient English. The Service Desk Support Technician shall have the knowledge, skills and ability to immediately remote control or remote assist with the computer having the issue or instruct the User on how to best resolve the incident and/or fulfill the service request.

Service Desk Supervisor.

The Service Desk Supervisor shall work directly with the Client Support Manager and is responsible for how the Service Desk Support Technician's interact with Users. The Service Desk Supervisor shall be familiar with the call volume and type of calls being made in order to identify possible training issues with the Service Desk Support Technicians. The Service Desk Supervisor shall identify calls that could be impacting larger numbers of people and Departments and inform appropriate personnel. This person shall record any alerts or special instructions for known Incidents.

Service Desk Manager.

The Service Desk Manager shall work directly with the Client Service Support Manager to update documentation and to make sure the call center is aware of changes and new processes. This person shall escalate any unresolved incidents with staff to make sure Incidents and Support Requests are handled according to defined escalation processes.

Desk Side Support Technician.

Desk Side Support Technicians shall be very familiar with operating system issues and how to troubleshoot such issues. They should be familiar with how PCs work and connect to the network and to Networked Printers both locally connected and connected using a print server. The Desk Side Support Technician shall solve issues thoroughly and quickly for User issues that were not resolved at the Service Desk Support Technician level. The problem could be solved by using remote tools or a physical visit to the User's location.

Desk Side Support Technician.

Desk Side Support Technicians shall be very familiar with operating system issues and how to troubleshoot such issues. They should be familiar with how PCs work and connect to the network and to Networked Printers both locally connected and connected using a print server. The Desk Side Support Technician shall solve issues thoroughly and quickly for User issues that were not resolved at the Service Desk Support Technician level. The problem could be solved by using remote tools or a physical visit to the User's location.

Desk Side Support Supervisor.

The Desk Side Support Supervisor manages the Desk Side Support Technicians and reports to the Service Desk Manager. If the Desk Side Support Technicians are not able to resolve an issue in a timely manner or if other additional resources are needed to resolve the issue the call shall be escalated to a Desk Side Support Supervisor. This Desk Side Support Supervisor shall have a higher level of knowledge about specific applications and configurations needed to resolve complex issues. The Desk Side Support Supervisor will work directly with Department IT resources as well as have access to escalated Company resources for incident resolution. These Services could be but are not be limited to hardware and software issues that are procedural or require more in-depth knowledge or diagnostics. This level shall be able to research issues for custom applications or heavily customized COTS applications. After all efforts by the Senior Desk Side Support Technician are exhausted, the call will be handed over to the management.

Project Manager:

The duties of the Company Project Manager include, but are not limited to the following regarding transition of the Services:

• Coordination of Services and the Company's resource assignment based upon the requirements;
• Management of the Services by monitoring, reporting and consulting with the Project Manager when deviations occur and by documenting all such deviations in accordance with agreed upon change control procedures;
• Facilitation of review meetings and conferences between the MAI and the Company's executives when scheduled or requested by the Company
• Communication among and between MAI and the Company's staff;
• Promptly responding to the Project Manager when consulted in writing or by E-mail;
• Identifying and providing the Company with timely written notice of all issues that may threaten the Company's Services in the manner contemplated by the Contract (with "timely" meaning immediately after the Company becomes aware of them); and
• Meeting with the outgoing service provider working on projects that relate to this effort as necessary to resolve problems and coordinate the Services.