We are seeking a Deskside Support Technician with a strong working knowledge of end user systems to work in a rapid development and release environment where quick analysis and creative problem solving abilities are a priority. As a member of this team, you will be required to maintain and operate the core IT systems and to provide phone and desk side support to internal clients, along with assisting in the administration of the IP telephony and wide-area network. This includes installing, configuring, patching, upgrading, and maintaining Windows desktops, laptops, and peripheral equipment. The ideal candidate will have good communication skills and the ability to collaborate well with others. Job Responsibilities Responsible for installation, configuration, and ongoing functionality of Windows desktops and peripheral equipment Assist operations staff in the use and day-to-day management of systems and related peripherals Provide technical support services to client and corporate technical staff, for the analysis and design of specific portions of complex, integrated systems Diagnose and resolve software and hardware incidents and assist users with IT related issues Participate in the planning, building, upgrading, and maintenance of Windows desktops Create Desktop and laptop images Document all incidents and service requests in ticketing system Troubleshoot Tier 1 and 2 issues with on-site and off-site end-users Escalate issues to the on call team as necessary Develop and deliver documentation to ensure appropriate end-user support Understand and work within a formal change management framework Participate in on call support Desktop support administration Work with manager on Asset management IP phone installation Qualifications and Skills Highly effective interpersonal and organizational skills Effective verbal and written communication Strong hardware/software troubleshooting skills Ability to work independently Sense of urgency and ownership High regard for potential effects of actions to the business and its customers Knowledge of Windows XP/Vista/Windows7 Working knowledge of Active Directory administration Working knowledge of RSA/SecureID administration Microsoft Active Directory in an enterprise environment Knowledge of MS Office suite Knowledge of Printer support Multiple Domain Architecture TCP/IP; DHCP; WINS; DNS and other networking protocols 1 – 2 years related technical experience MS certifications Technical college Special Requirements Periodic travel is required of this position with an average expectation of 10 PERCENT travel Work week is 40 hours plus overtime as needed to meet the needs of the business Occasional weekend hours required Leadership Competencies Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results. Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks. Integrity – Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes. Entrepreneurial Orientation – Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals. Decisiveness – The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.