Requirement number #3123839
Must have excellent communication skills, prrior telephone support exp, pay is $17/hr W2. A+ or Microsoft Certification is a plus!


Duties Resolves second level desktop support issues, including hardware issues

Perform role of Senior Problem Analyst for problem tickets escalated from Level 1 support team. Identify and document temporary workarounds and final resolutions in KnowledgeBase in order to turn problems into incidents. Coordinate with other Informatics staff as appropriate in the resolution of issues. Ensure that resolutions are consistent with standards and do not introduce additional conflicts. Open and close service requests, as well as manage the assignment, tracking, and completion of requests. Serve as liaison between Infrastructure Operations and Architecture / Engineering and Business Applications support teams. Troubleshoot multiple computer platforms: Macintosh, Windows, and PDAs. Strong knowledge of network configurations: LAN, WAN, wireless, VPN, firewalls. Identify and resolve hardware and software application conflicts. Create installers and/or write scripts to automate software installation and/or configuration. Solve highly complex technical issues and help identify and implement solutions for customers. Participate in software testing, confirming that solutions work as expected.
Skills Outstanding customer service and interpersonal skills.
" Ability to work in a team environment.
" Communicate clearly with technical and non-technical audiences, both verbally and written.
" Excellent organizational skills and ability to prioritize tasks among many competing requests.
" Professional appearance, attitude, and demeanor.
" Minimum eight years experience providing onsite and/or remote technical support to end users.
" In-depth knowledge of Wintel and Macintosh platforms. Knowledge of UNIX systems a plus.
" Experience with desktop design, implementation, automation and optimization (Email services, Directory services, Asset management, policy management, Domain Name Services)
" Internet and network skills, including HTML, XML/XSLT, HTTP, SSL, TCP/IP, DNS, DHCP
Keywords
Education BS degree in Computer Science preferred. A comparable combination of education and experience is acceptable.
# of Positions 1

Location:
South San Francisco, CA

Please email resume to elerner@csi-it.com