Senior Desktop Support Technician

Find out why eXcell is the employer of choice for contractors! Join eXcell and enjoy our generous employee benefits! Our client is currently seeking a Senior Desktop Support Technician to join their team onsite in Earth City, MO. This is a long-term contract slated to go 1-year, with potential to extend.Scope of Activity and Responsibilities:

• Provide advanced site support for end user-related issues and requests
• Installing, diagnosing, repairing, maintaining, and upgrading hardware and software related technologies
• Serve as a contact for end users to receive support
• Seek resolution on behalf of the customer and provide superior customer service
• Work in person and remotely by telephone or email and must be done in a timely and accurate fashion based upon predefined Service Level Agreements
• Participate in high performance team and contribute to team's goals and objective
• Apply advanced understanding of technology products and services to assist internal users
• Identify and research end user questions and problems, and provide appropriate services, repairs, training, and / or follow up
• Manage relationships with vendors and managed service providers by ensuring assigned tasks are completed on schedule and with accuracy
• Identify deficiencies in the solutions they are responsible for and works with the appropriate teams to improve
• Anticipate future technical impacts and proactively implement solutions
• Provide superior customer service through:
  • Interacting with other internal departments and external partners to resolve customer issues and accommodate customer requests
  • Maintaining customer relationships across all lines of business for daily operational issues and requests

• Minimum 5+ years of experience or equivalent associate in science degree
• Site support experience including related infrastructure technologies and complete site accountability
• Self-motivated individual with desire to enhance their knowledge and continually develop their skillset
• Strong customer service skills
• Strong written and verbal communication skills at all levels (i.e., Executives and High-Touch Specialty Departments)
• Able to multitask and operate in a fast-paced support break / fix environment
• Ability to quickly diagnose and resolve customer computer related issues
• Ability to work on tasks independently and assess and execute with minimal direction
• Ability to lift computer equipment
• Ability to work with and manage vendors and managed service providers
• Ability to serve as an escalation point for co-workers and single point of contact within IT (Information Technology) for an entire site
• Understanding and application of service management methodologies
• Understanding of current technologies and best practices in the information technology industry
• Positive team attitude with ability and desire to help the team continually improve
• Industry certifications are a plus
• Some travel required
• Event support is a plus

• Hardware - PC, Laptop, Apple, VoIP Desk Phones, Telecom wiring, Printers, Peripheral equipment, Wireless Access Points
• Operating Systems - Windows and Mac OS variants
• Specific Technology Products - Ethernet and voice / data cabling, networking and TCP / IP concepts, Apple mobile devices (iPhone / iPad), thin client hardware, Active Directory administration / troubleshooting, Intune and group policy troubleshooting, hardware imaging
• Applications - O365, Visio, Project, Edge, Citrix XenApp, Citrix XenDesktop, and Adobe products
• Specific skills - not required, but a plus:
  • Intune
  • PowerShell Scripting (administrative tasks)
  • Meraki Wireless Access Points
  • Cloud-based VOIP administration
  • Citrix XenDesktop
  • MacOS
  • Audio and Video Conference Hardware