Desktop Technical Specialist

The desktop technical specialist reports onsite at the customer's location on a daily basis to provide software and hardware support services. This position enjoys heavy contact with users and requires not only strong technical knowledge but also an outgoing and pleasant personality. Specialists receive direction from the ABS Team Lead for services requested by the client such as upgrades and installations. It is critical that the specialist maintain accurate records of all activities using the Infra ticketing system. The specialist will inform the ABS Team Lead of critical issues regarding personnel, performance, client perception, etc, and works closely with colleagues to ensure consistent, high quality, friendly service that delights customers.  

Requirements

• Knowledge of Citrix and Active Directory
• Knowledge of Windows 7 & XP (installation, troubleshooting)
• Citrix Metaframe connectivity with WYSE terminals and desktop PCs
• Basic knowledge of Office 2010/2013 products (Word, Excel, PowerPoint, Outlook, Visio) to include installation and troubleshooting
• Ability to troubleshoot LAN connectivity issues in a TCP/IP environment
• Installation and configuration of software to include site-specific applications.
• Ability to participate in the physical relocation of PC equipment including equipment installations and moves.
• Strong communication skills (verbal and written)
• Ability to work in a team setting.
• Basic knowledge of Cisco/Polycom phones.
• Plantronics Wireless Headsets     

Preferred Skills/Experiences

• Experience with iPhones, iPad & windows mobile phones activation and troubleshooting.
• Experience with PC imaging, Citrix Xen App connectivity (creating or connecting users via client)
• Basic knowledge of Windows 2008/2003 Active Directory (user creation, group membership, password reset, account restrictions)
• Experience identifying and removing security threats (virus/spyware/malware)
• Experience using ticket systems (ie InfraEnterprise)