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DREN Desktop Support Administrator - 18-00407
Ref No.: 18-00407
Location: Natick, Massachusetts
Position Type:Direct Placement
Summary:
 
The DREN Desktop Support Administrator will provide end user desktop support services for approved desktop applications.
 
Essential Duties and Responsibilities: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position)
  • Receive customer trouble tickets and service requests for desktop support.
  • Respond to service requests, enter them into the ticketing system and acknowledge the request to the customer.
  • Troubleshoot and resolve the service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead.
  • Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.
  • Work with System Administrators and Database Administrators to install, configure, troubleshoot and support applications configured with a server side License Manager or Relational Database Management System (RDBMS).
  • Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).
  • Provide oversight / training of junior staff as required.
Non-Essential Duties:
  • Other duties as assigned
Supervisory Responsibilities:
  • NONE
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • A Bachelor's Degree is required.
  • 4+ years of relevant experience, or a combination of experience and training, may be used in lieu of a degree.
  • CompTIA Network+ Certification required.
Knowledge, Skills and Abilities:
  • Ability to obtain Windows 7 Certification (Current Windows Desktop or Server) within 3 months of hire.
  • Must be adept at reading installation guides and implementing new software products.
  • Must be proficient with Microsoft Windows 7 and Windows 8, and have solid troubleshooting skills.
  • Ability to work independently without direct supervision or guidance.
  • Ability to establish and maintain effective working relationships with customers served and associated support personnel.
  • Ability to work independently without direct supervision or guidance.
  • Ability to work occasionally after hours and on-call support.
Diversity:
  • Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics:
  • Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Physical Demands:
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
  • The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms.
  • The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl.
  • The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions.
  • Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • A Bachelor's Degree is required. 4+ years of relevant experience, or a combination of experience and training, may be used in lieu of a degree.
  • CompTIA Network+ Certification required.