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Title: Desktop Hardware/Software Support – Intermediate Location: Ft. Campbell, KY Job Description: The Deskside Support Technician provides customers with in-depth telephone and desk-side technical support for hardware and software applications, networking issues, and remote access support.

Other responsibilities include installing, configuring, diagnosing, repairing, and upgrading servers, computer hardware, and equipment while ensuring their optimal performance.

They document the issues reported and the resolution of these issues in the ticketing database for historical tracking and reference.

Responsibilities:
Support and maintain PC hardware and software including new computer setup, images, software installation, upgrades, preventive maintenance, and troubleshooting, as required.

Coordinate and perform server installation, troubleshooting, and repairs.

Support a LAN/WAN system using TCP/IP connectivity.

Monitor daily system backups and ensure data replication to disaster/recovery sites.

Collaborate with other server engineers, users and client managers in identifying requirements, specifications and project planning activities.

Develop work plans for projects, set deadlines, and ensure the timely and effective completion of projects for overall customer satisfaction.

Follow established protocols, procedures, and policies, and meet arranged service level agreements.

Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.

Prepare reports and correspondence as needed.

Required Skills and Experience:
Four years of help desk, desk-side support, server, and LAN/WAN experience, or a combination of college and work experience .

Ability to troubleshoot and repair desktops and laptops.

Expertise in **operating systems, including Windows 2000, Windows NT, Windows 2003, and Windows Vista **.

Knowledge of Windows PC and server configuration and integration.

Experience troubleshooting and repairing servers and networks.

Understanding of networking technology at the physical (twisted pair, fiber optic) and logical (**Ethernet, TCP/IP**) level including the various supporting services and protocols (**DNS, LDAP, NTLM, Kerberos, SMB, AFP**).

Outstanding oral communication skills.

Outstanding customer service skills.

Ability to handle high priority problem calls and interface with a variety of clients.

Attention to detail.

Strong organizational skills with the ability to manage priorities and workflow.

Versatility, flexibility, and a willingness to work within constantly changing priorities.

Desired Skills and Experience:
Experience with **trouble ticketing system**.

Outstanding written communication skills.

Experience in a Government contracting environment.

Required Education and Certifications:
High School Diploma Desired Education and Certifications:
Bachelors Degree in computer science or related field
MCSE certification
MCTS certification
A+ certification
Network+ certification
HDI Support Center Analyst or HDI Support Center Team Lead certification We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Desktop Hardware/Software Support – Intermediate Job in Ft. Campbell 21047, Kentucky US

Job Description GENERAL SUMMARYThis position is a critical part of the on site Storage Managed Services team.

The Storage Delivery Manager”s role is the most significant on-site role and is responsible for both the operational performance of the customer”s storage infrastructure and the client relationship.

The Storage Delivery Manager is responsible for ensuring that the SMS (ITIL based) processes are followed at all times and that EMC consistently meets or exceeds the Service Level Agreements that have been negotiated with the client.

Those chosen for this role must have a variety of skills, including technical, communications, process, and financial.

Storage Delivery Managers will have a history of managing in a performance based environment and a strong background in managing and motivating teams in a matrix environment.

Fundamentally, the Storage Delivery Manager must have the following three competencies

1. Technical competency in the data center/storage arena

2. Process skill and analytics; an

3. Communications and management skills.

PRINCIPAL DUTIES AND RESPONSIBILITIESPrimary interface for all client contact related to the services contractPrimary P&L accountability for the performance of the service contractResponsible for ensuring that EMC complies with the SLAs in place with the clientManaging the storage administration team that handles the day to day operational assignments of the storage infrastructure for which EMC is responsibleEnforcing compliance with established policies, practices, and processes defined by EMC for managing storageAnalyzing and reporting actual to contracted SLA performance levelsAnalyzing the operation for continuous improvementEMC Proven Professional Certification desired.

SKILLSProficiency in hardware, software and/or operating systems environments.

Possesses strong product/technology/industry knowledge.

Understanding of business environment.

Ability to lead, motivate and direct a workgroup.

Analytical ability.

Ability to prioritize projects and deliverables.

Communication skills.

Mgr,Mangd Svs Storage Delivery Job in Hopkinton, Massachusetts US

IT Service Catalog Manager* Creates and maintains the Service Catalog of Services offered by IT* Assists service owners in the negotiation and maintenance the Service Level Agreements (SLA’s) and Operational Level Agreements (OLA’s)* Analyzes and reviews service performance against the SLA’s and OLA’s * Produces regular reports on service performance and achievement to the Customer and IT at an appropriate level * Organizes and maintains the regular Service Level review process with both the IT Customer and IT which covers:* Reviewing outstanding actions from previous reviews * Current performance * Reviewing Service Levels and targets (where necessary)* Reviewing underpinning agreements and OLA’s as necessary * Advising appropriate actions to maintain/improve service levels * Identifies and communicates to service owners actions required to maintain or improve service levels * Provide oversight of the cost model and monitor changes to ensure continued alignment with the Service Catalog* Coordinates an annual review of the entire Service Level process and facilitates negotiates, agrees and controls any amendments necessary * Acts as coordination point for any temporary changes to service levels required and oversees the retirement of these changes i.e. extra support hours required by the customer, reduced levels of service over a period of maintenance, etc.) Key overall skills* 8+ years relevant experience and a Bachelor’s degree in IT, IS, Business or Finance, or equivalent experienceA good understanding of ITIL framework; candidates with ITIL Certifications are preferred* ITIL V2 Masters highly desired* Working knowledge of qualifying IT factors in order to understand how customer service requirements will affect service design, transition & delivery* Excellent communication and negotiation skills* Knowledge and experience of contract and/or supplier management roles* Good people management/coordinating and administrative skills * Good understanding of statistical and analytical principles and processes* Excellent presentation and facilitation skills* Experience defining and managing processes* Client relationship management skills* Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc.) * Practical experience in analysis, requirements and analytic computation* A good understanding of statistical and analytical principles and processes* Strong reporting skills and detail oriented* A good understanding of available and emerging IT technologies * Experience in MS Office, Excel, Powerpoint

IT Service Catalog Manager Job in Phoenix, Arizona US