Customer Support Technician II Los Angeles, CA 6 Plus Months Contract Job Summary:
The purpose of Customer Support Technician II is to provide 2nd Tier support for incidents escalated by CS I, as well as to work in tandem with client IT team to support users experiencing issues with technology that integrates with business-critical applications.
This person would also assist in projects as well as the ability to support event driven IT requirements.
Essential Functions:
Answer client IT help desk phone line, incoming emails, open trouble tickets and assign to appropriate support team.
Provide 2nd tier support on desktop and application-level issues.
Support business critical applications & blackberry handheld services.
Provide technical cross-training among department members.
Participate in multiple IT Projects, such as, organization of large desktop moves/deployments, application upgrades and new office setups.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
High School Diploma or its equivalency (BA/BS Degree Preferred).
Work Experience:
4-6 years of experience in a technical position with primary responsibilities supporting users in a Microsoft environment, including MS Office Suite, Windows XP Professional/Windows 7 and Windows 2003/2008 server.
4-6 years of experience in a technical position in a facility with standard network and server protocols: TCP/IP, DNS, DHCP.
4-6 years of experience with business applications, with experience in report writing, creating user documentation and/or specifications, etc.
Server, MS SQL Server 2000, Microsoft Office, Microsoft Exchange, Office Hardware. Apple Mac OS X experience highly preferred.
Experience with Altiris software a plus.
Experience supporting environments with: Microsoft Windows XP, 2003/2008
Experience with Windows XP through Windows 7
Knowledge, Skills and Abilities:
Server, MS SQL Server 2000, Microsoft Office, Microsoft Exchange, Office Hardware. Apple Mac OS X experience highly preferred.
Symantec Enterprise Antivirus Management and mitigation. (SEP 11 a plus)
Understanding of Citrix based applications.
Windows server 2003/2008 basics with an understanding of Active Directory, including account creations.
Licenses and Certifications:
Microsoft Certified Systems Engineer (MCSE)
Certification: A+ Certification, MCP (Windows XP/7 Server2003/2008) or MCSE preferred
Health/Safety Requirements:
Must be able to pass applicable occupational health screening and have the ability to use required Personal Protective Equipment (PPE)
