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- Resolves agency wide tier 3 client computing trouble-tickets that cannot be resolved by the tier 1 or tier 2 technicians.
- Leads and or works with problem management teams, using agency standard processes. These teams are responsible for problem isolation, problem identification, root cause analysis, and problem resolution.
- Serves as a lead for developing troubleshooting procedures and direction.
- Utilizes sophisticated trouble shooting tools and techniques, like task manager, Windows logging, Windows Sysinternals, Wireshark and others.
- Responds to and works with IT division’s incident response teams.
- Resolves problems requiring analysis and the discernment of most suitable solution.
- Works directly with agency vendors and manufactures when needed via existing maintenance contracts, too resolve complex technical issues.
- Provides coordination and technical leadership for computing infrastructure activities within the client computing environment and the client side telecommunications services.
- Responds to trouble-tickets, works with IT division’s incident response teams.
- Learns to operate and maintain new client computing technologies and helps ensure they are ready to be transitioned into our environment.
- Works with client computing technical standards and operational processes.
- Bachelor’s degree in information Technology, Computer Science, Business Administration or related field and 2 years relevant IT professional experience.
- 6 years’ of IT professional experience supporting a Microsoft Windows client computing environment comprised of 100+ customers in a multi-tier network environment (i.e. includes client, server, LAN/WAN, and centralized web services).
- A combination of education and IT experience.
- 5 years ‘ experience working in a formal IT environment managing, and processing documented and tracked trouble tickets and service requests assigned to you, and independently doing the work to complete and close assigned service tickets.
- 4 years’ experience working with Microsoft’s Active Directory, and having a thorough understand of Active Directories structure, protocols, and services.
- 4 years’ experience using advanced diagnostic tools to analyze and resolve complex client computing hardware and software problems.
- 4 years’ experience working with a client systems security product such as anti-virus, firewall, and encryption.
- 2 years’ experience presenting ideas effectively, clearly and concisely in formal and informal situations. Listens well and ask good questions. Communicates well in writing. Aware of audience and appropriate communication style.
- 2 years’ of experience understanding and working with project management processes. Able to apply these processes to assigned projects.
- 4 years of experience administering or knowledge of enterprise client computing security with a centrally managed administrative console. This should include data security and/or endpoint security such as personal firewalls, hard drive encryption, etc.
- 4 years of experience creating detailed designs and or reports of hardware/software configurations or integrations. Able to edit existing documentation to show all modifications.
- 2 years of experience administering or knowledge of application deployment with an enterprise deployment tool in a networked environment of at least 100 customers.
- 2 years of experience directing standard requirements in the client-computing environment. This should include experience to integrate new hardware, software (such as operating system) and incorporate changes into an organizations standard computing environment.
- Experience with supporting mainframe services on Microsoft Windows device. Example: working with and supporting a 3270 emulator on a Microsoft Windows workstation.
- Working knowledge of Microsoft Endpoint Configuration Manager (MECM) for application deployment.
- Working knowledge of software installation scripts and/or Microsoft Installer (MSI) configuration and distribution.
- Knowledge and understanding of the importance of teamwork in projects. Ability to support and focus on the vision, mission, and goals of the organization and team; recognizing the contributions of others; viewing the success of the organization and team as more important than the individual achievement; contributing to the development, cohesion, and productivity of the team.
- ID: #49150179
- State: Washington Tumwater 98511 Tumwater USA
- City: Tumwater
- Salary: $65,988 - $86,616
- Job type: Permanent
- Showed: 2023-02-11
- Deadline: 2023-04-07
- Category: Et cetera