The Site Support / Desktop Support Technician is responsible for providing onsite/deskside and remote 2nd level technical support and analysis on various aspects of end user systems support. These systems and responsibilities include, but are not limited to support of technology hardware (Desktops, Laptops, etc.), virtual desktops (VM/VDI), software, mobile device and video conferencing. This individual will perform system administration and maintenance of end user systems utilizing standard industry tools, management consoles and administration portals.
The shift for this position is 11pm - 7am Sunday - Thursday
Fulfillment of technology service requests related to the imaging, setup, deployment and movement of computing hardware (desktop, laptop , virtual/VM, peripherals, etc.) utilizing predefined process and documentation
Fulfillment of technology service requests related to software installation including shrink-wrapped and packaged applications, development tools, internal applications and system related software and drivers utilizing predefined process and documentation
Fulfillment of technology service requests related to mobile devices utilizing predefined process and documentation
Fulfillment of technology service requests related to video conference and audio-visual support for meetings and internal events
Provide second tier technical support for end user systems and products for internal associates of all organizational levels
Support, troubleshoot, repair or replace computing hardware and related peripherals, physical and virtual, operating system, software related issues, mobile devices, video conference systems, and audio-visual products
Management, administration and maintenance of computing hardware, software, and mobile devices utilizing standard industry tools, management consoles and administration portals
Track computer related equipment from an asset management perspective
Utilize asset management software and supporting hardware to ensure accuracy and completeness of computer related equipment inventories
Minimum 3 years of computer hardware and software support experience in an enterprise environment
Thorough understanding of Windows and MAC Operating Systems.
Understanding of active directory, group policy, iOS and Android devices, VOIP, networking, VMware and virtual infrastructure preferred.
Strong computer skills necessary in Microsoft Office Suite (2010/2016/365)
Familiarity with enterprise class video conferencing
Strong written and verbal communication skills
Excellent people skills with ability to handle difficult situations
Excellent time management and organizational skills
Ability to multitask and prioritize
Familiarity with Request and Incident ticketing systems (Remedy, GIRA)
Strong Troubleshooting capabilities evidenced by organized, analytical thinking
Ability to work with minimal supervision
Ability to work 3rd shift: Sunday through Thursday, 11pm - 7am
Keen attention to detail, with a commitment to follow through and follow-up
Must be able to communicate effectively with technical and non-technical audiences and interact with all types of clients including technology, business, management and executive management
Must be a self-starter with the ability to work independently and in a collaborative team environment
Acquire and maintain current knowledge of relevant products offerings and support policies in order to provide technically accurate solution to associates and team members
Military education or experience may be considered in lieu of civilian requirements listed
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