Deskside Support Specialist

Job Title: Deskside Support Specialist
Location: Alamogordo, NM (88330)
Industry: IT/Deskside Support
Status of Hire: long-term contract / full-time
Salary: $25/hr

TRS Staffing Solutions is seeking a Deskside Support Specialist to support daily end user interaction with use and PC support, basic troubleshooting of Windows 10, networking and core applications, etc. Certifications required are A+, MCSE or equivalent IT certs.

Principal Job Duties & Responsibilities
• Work collaboratively with the desk side support team by providing a service management focus, to include monitoring of ticket performance; service level attainment review and guiding the improvement of knowledge entries, process, and efficiency
• Coordinate Asset Management to include checking hardware stock and updating systems
• Troubleshoot and resolve application configuration issues
• Patch and/or update applications
• Add applications
• Manage active directory to include adding and removing user identifications in the active directory
• Create and run reports
• Assist on planning new additions to infrastructures
• Perform problem solving to troubleshoot issues
• Develop and review of procedure and work instruction documents
• Align with other key contacts such as Project Information Managers, Service Desk, Service Delivery, and Networking
• Conduct quality assurance through lab and field trial testing procedures
• Monitor system log files
• Respond to and resolve tickets or requests to customers satisfaction
• Manage project implementations including identify tasks, milestones, and resources, manage contingency and risk, document lessons learned; gather requirements from Project Automation and prepare scope documents; liaise with IT administration and Procurement; prepare initial schedules as well as detailed schedules for status checks and coordination
• Design and manage implementation of IT infrastructure for multiple global projects to include architect IT solution (servers, local area network/wide area network (LAN/WAN) networking, data backup, telephony, and printing); present solutions to subject matter experts towards gaining technical compliance approvals; prepare cost budgets for estimates and post- implementation financial performance reporting; coordinate shared labor resources towards configuration of equipment and commissioning at site location; manage procurement activities towards order and delivery of equipment in design
• Coordinate with regional teams to assign work assignments, global project tracking, and review; report team results to executive management; solicit Procurement and IT spend approvals
• Close out projects with transition of responsibility to steady state support groups
• Support and maintain Information security systems and processes
• Respond to Information security alerts
• Perform vulnerability management and reporting
• Provide initial point of contact to customers; respond to concerns, incidents, and service escalations; coordinate quick response and resolution on issues and outages
• Apply policies, practices, and processes designed to ensure consistently high service performance; communicate customer feedback to supervisor to help develop quality improvement processes
• Coordinate with outside vendors to place orders including hardware, software, technical services, as required
• Utilize technical expertise to research, resolve, and respond, in a timely manner and in accordance with standards, to questions received via telephone calls, texts and/or e-mails
• Provide end-users computer training, as required
• Identify lessons learned and escalate to Service Delivery Manager in order to incorporate in to a best practice
• Coordinate IT projects/initiatives; assist in developing long-term strategies and capacity planning for meeting future IT needs
• Ensure IT security practices are met
• Track all global and local changes to ensure the proper communication
• Identify subsequent levels of escalation and escalate as appropriate while maintaining ownership; monitor critical local issues through to resolution; communicate action and progress updates to customers

Preferred Qualifications:
Familiarity with:
• Database platforms (i.e., MS SQL Server, Oracle, Hadoop)
• Data modeling tools (i.e., Visio, Embarcadaro)
• BI and reporting platforms (i.e., SSRS, Cognos, Birst)
• Predictive modeling tools (i.e., R, Python, Statistical Package for the Social Sciences – SPSS)
• Data Analytic Platforms (i.e., Predictive Quality and Maintenance – PMQ, Decision Optimization Center –DOC)
• Data Integration and Extract Transform & Load (ETL) tools (i.e., SQL Server Integration Services – SSIS, IBM Integration Bus – IIB)
• Standard business productivity tools (i.e., MS Office, Lotus Notes)