• Sr. Desktop Management Operations Technician

    Posted Date 1 month ago(12/13/2018 2:44 PM)
    Posting Location
    Paulsboro, NJ
    Req #
    R0014862
    Category
    Information Technology
  • Overview

    SR Desktop Management Operations Technician – DMOPS (Job Description)

    Location: Paulsboro, NJ

    Desktop Management Operations Technician is a senior level position within the Desktop Management group alongside the already established Desktop Management Operations team working remotely from Paulsboro NJ. Their primary job function is to provide backup and support to our Sr. level (DMOPs) Associate(s) to perform Antivirus monitoring, reporting and ticket response.

     

    Responsibilities

    Principal Duties and Responsibilities 

    • Provide L3 support for Deskside support analysts and Client Support analysts.
    • Help to develop and maintain effective relationships with business representatives.
    • Responsible for monitoring of AV systems, notifications, reports, related tickets and initiating corrective action.
    • Assist with establishing new reports, client metrics, refining existing reports and developing automated procedures.
    • Perform independent data collection and generation of periodic reports.
    • Troubleshoot application issues or warnings related to AV software.
    • Assist in ongoing deployment and remediation efforts across client environments.
    • Proactively identify problems and areas that can be improved; design improvement plans.
    • Open vendor support tickets and work with technicians resolve product implementation issues.
    • Interact with local Deskside analyst(s) to ensure processes are being followed and that the DMOPS team is properly engaged into L2 & L3 support requirements.
    • Manage email and voice communication.

    Qualifications

    Education:

    • Bahelor’s degree preferred or equivalent work experience.
    • CompTIA A+, Security+ or Network+ a bonus

    Experience / Skills:

    • Willingness to take full ownership of a developing problem, engage appropriate resources and maintain involvement until a solution is reached or another team member takes over.
    • Must be a self-starter and have the ability to work independently or as part of a team.
    • Knowledge of security best practices, ability to contribute to value add service discussions.
    • Knowledge of the TCP/IP stack and advanced troubleshooting procedures.
    • Familiarity with standard VPN systems and remote access tools including RDP.
    • Working knowledge of MS Word and Excel, including sort and filter functions.
    • Familiarity with Symantec Endpoint Protection Manager and/or McAfee ePolicy Orchestrator.
    • Good interpersonal skills: gets along well with others.
    • Good written and oral communication skills.

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