You will provide desktop and software support for all Local Area Network (LAN) users, and assist the Software Support Team with Help Desk calls regarding our client’s software products and networks.

Responsibilities:

• You will provide technical support by assisting with incoming client calls regarding software installs and network troubleshooting of our client’s software products.
• You will log all details of issues and resolutions in a CRM system.
• You will provide backup:
o For desktop and software support to all LAN users.
o To the development of technical white papers and knowledge book articles related to network issues with the client’s products. Also reviews and updates current white papers and knowledge book articles.

Experience needed:
• Technical software support troubleshooting issues on COMPLEX software systems or databases. Including SQL 2005 and / or SQL 2008, IIS 6.0 and IIS 7.0.
• Experienced in customer service fundamentals, identifying and responding to customer needs and handling difficult customers.
• Seasoned experience working in environment where multiple tasks and multiple priorities co-exist.
• Must be able to lift, carry and install electronic computer equipment and cables
• Experience with computer installs and upgrades, hardware and software moves/adds/changes and LAN troubleshooting.
• Installs software applications in accordance with licensure agreements.
• Future development opportunities:
o Assists Senior Network Administrator with maintaining server and workstations
o Provide remote office technical support to employees, VPN or telecommuters.

Requirements:
• Strong troubleshooting and analytical skills
• Ability to organize, multitask and prioritize
• Must possess interpersonal skills to communicate and document technical issues to end-users, vendors, and other network support personnel.
• Willing to accept accountability of successful completion of user issues (clients and internal staff)
• Interacts with Management, Customers and Co-workers.
• Basic MS Office suite skills.
• Minimum 3 years customer service and technical skills referenced above.
o MCP, MCSDT, or MCSA certification preferred
• Must have basic knowledge of network hardware and network system security related to:
o Windows 2003 & 2008 server and Windows XP operating systems
o Active Directory and SQL Server
o Basic networking and TCP/IP knowledge