Associate Systems Technician

Charlotte, NC

Duties:
- This position works as a member of the EDN Desktop support team. Typically, the incumbent will require moderate supervision and little training.
- Provide second tier phone and technical support to resolve desktop related issues.
- Troubleshoot, fix and resolve network connectivity issues, hardware/software issues, remote access issues, configuration issues, user account issues.
- Utilize Remedy to monitor, manage and resolve open tickets and Network Application Account Requests within the established timeframes while providing quality customer service. Proactively communicates status reports and issues to managers.
- Performs complex problem resolution activities according to established procedures and makes decisions that impact assignments.
- Utilizes knowledge of commonly-used concepts, practices and procedures as well as being able to think independently to resolve complex issues.
- Works as a team member on intermediate-size technical projects of average complexity under the general direction and supervision of senior staff and management.
- Analyzes problems, develops and implements solutions, and makes decisions that significantly impact project(s).
- Proactively monitors and controls all production systems and networks to maximize systems availability.
- Receive, image, configure and track new/existing desktops and laptops.
- Successfully completes all relevant general and technical training programs in accordance with Performance Agreement goals and objectives.
- Must be willing to work flexible hours including evening and weekends in an operational role. Provide on-call after hours support and occasional travel may be required.

Qualifications:
- Minimum Associates degree REQUIRED and preference given to technical degrees. Bachelors degree in Computer Science, Electrical Engineering, Data Communications is preferred. Relevant military experience and special electronics training is a plus.
- Minimum 3 years experience in desktop support function and 2 years experience working within our client's network.
- Strong working knowledge of the following technologies and/or platforms: Windows XP/Vista, Microsoft Office 2003/2007, Internet Explorer 6.0/7.0, VPN, RSA, NetIQ/Active Directory, RIS, Solaris, NAS Applications, Proxy, Firewalls, DNS, TCP/IP and Networking Fundamentals.
- Strong working knowledge of Network Applications such as: Remedy, SANE, Xng, RSA/ACE Database.
- Strong working knowledge of the following technologies and/or platforms including: RSA, NetIQ/Active Directory, RIS, NAS Applications, Proxy, Firewalls, DNS, TCP/IP and Networking Fundamentals.
- Strong working knowledge of applicable methodologies, tools, standards and procedures.
- Demonstrated critical thinking, decision-making and leadership abilities.
- Excellent communication and work prioritizing skills as well as being able to work in a team that is fast paced and high pressure is a must.
- Must be able to lift computer equipment.
- Must be available to work in an operations environment that includes shifts ranging from 7am-8pm as well as 24/7 on-call

About MISource:
MISource Inc. is a nationwide staffing firm specializing in the areas of Telecommunications, IT and Engineering services. MISource assists thousands of individuals every year in finding great resources.