Description

Job Summary:

Central Research, Inc. (CRI) is actively seeking Desktop Support Level 2. Desktop Support Level 2 is responsible for providing second level technical support with the installation, maintenance, upgrade, troubleshooting, removal and repair of personal computer equipment, peripheral equipment, thin clients, computer operating systems, computer software, and telephones. This role is also responsible for providing training and mentoring to Desktop Support 1 technicians while planning and organizing work activities, executing work processes, and modifying projects and deployments.

Work Location:

This is a Hybrid position (at home and the deployment facility). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility in Henderson, NV

Essential Duties and Responsibilities:

• Understand and demonstrate the principles of the Company's Mission, Vision and Values.
• Manage the testing and deployment of operating system and application security patches on workstations, laptops and thin clients.
• Deploy, maintain and implement a comprehensive set of PC (laptop and workstation) images to be used throughout all company sites.
• Develop and maintain scripts and utilize desktop management solutions to create a more efficient environment.
• Deploy, administer and performance tune PC, dumb terminal, and thin client environments along with workstation group policies related to system hardening procedures and policies.
• Troubleshoot and provide solutions to hardware and software problems. Install, upgrade, repair, and remove hardware and software as necessary.
• Provide second-level support for 1st level desktop staff, and end-users as needed.
• Develop and present application and user documentation and training for supporting departments across the organization.
• Support end-users across multiple sites and organizations.
• Install application software necessary to complete job functions.
• Update and maintain procedures on software and hardware deployments, account administration, and helpdesk tasks.
• Assist System Administration team with server patching.
• Support and maintain terminal servers and the applications residing on the terminal server environment.
• Recommend equipment upgrades to the environment as business needs dictate.
• Assist in projects assigned by IT management.

Minimum Education and Experience:

• Associates degree or equivalent relevant work experience
• Minimum two years' experience in a helpdesk or service desk environment supporting over 100 users: IT administration with Microsoft Windows 7, Windows 8.1 and Windows 10
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
  • Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
  • Must be a US Citizen
  • Felonies or misdemeanors within the last 7 years could cause an issue in obtaining security clearance.
  • Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.

Preferred Education and Experience:

• PC imaging and hardware deployment, group policy, workstation setup, remote assistance, Microsoft Active Directory and DNS preferred.
• Minimum of 1-year experience with Windows 2008, and 2012
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Technology Specialist (MCTS)
• CompTIA A+ or Server+ Certifications

Knowledge, Skills & Abilities:

• Ability to read, write and speak fluent English.
• Extensive knowledge of applicable administrative language (Tk, Perl, a shell, etc.). Strong interpersonal skills with ability to effectively interact with all internal and external customers.
• Good presentation and facilitation skills.
• Intensive analytical skills necessary to comprehend real time production server performance along with maintaining best practices of server functionality.
• Comprehension of networking and distributed computing environment concepts.
• Good technical skills with a thorough understanding of data communications and data center technology.
• Ability to implement and maintain a proactive support environment with Windows configurations on server support.

Other Requirements:

• Weekend and evening hours may be required
• Ability and willingness to cover on-call responsibilities on a rotating basis
• Travel up to 10% may be required

Equal Opportunity Employer:

Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.

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