Sr. IT Support Specialist (e-Dialog – Bellevue, WA)
Posted by webmaster@craigslist.org on March 9, 2010
e-Dialog is the proven provider of advanced e-mail marketing and database technologies, products, strategies, and services for permission-based e-mail marketers. Whether clients are looking for a full-service, self-service or collaborative relationship, we have the solutions to meet their needs.The position involves assuring customer satisfaction by solving all customers'' questions and issues The ability to communicate with customers verbally or in written form is vital, as is the capacity to define and solve the technical issues affecting the client''s campaign Must be able to work in a team environment and provide technical support for customer inquiries received via phone and e-mail Assess the nature of the customer''s problem, acquiring pertinent details to troubleshoot the issue, formulating and validating solutions, and providing a high degree of communication to our customers through the resolution of their issue via educational or data corrective methods Documents problems via the trouble ticket system Provides timely resolution to customer issues Ability to maintain accurate records in a variety of tracking resources Escalates customer issues both internally and externally Provides Level 1 and 2 client support Areas of support include: desktop productivity tools, client side business line applications, remote access, mobile computing, and conference room resources Able to assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Microsoft environment Responsible for keeping build image up to date Responsible for automating remote package installations and updates as well as assisting the Sr. Help Desk Administrator(s) Responsible for assessing evaluating and recommending software that will help the IT organization and the company as a whole Facilitates repair and maintenance of equipment including PCs, Printers, and conference room resources both directly and through contracted vendors Ability to quickly diagnose system hardware, software, or operator problems and to recommend corrective action Maintains user and system account accuracy via MS Active Directory Works with a ticketing system and takes appropriate action to ensure a satisfactory response with acceptable time frames for the user community Establishes and maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials Assists in the management of project implementations including design, testing and deployment of new software and hardware, including desktop applications and operating systems Keeps up to date with current trends and is prepared to make recommendations Ability to track and manage hardware and software inventory Ability to produce and maintain clear and usable documentation of hardware, software, and problem resolutions Supports network and telecom engineering teams with projects as needed
4+ years of technical support experience
Ability to work independently as well as within a team Excellent oral, written, and organizational skills Experience as a member of a support team providing support to end users Excellent problem solving abilities Experience with GUI-based and Web-based applications Strong understanding of HTML code is a plus Working knowledge of Web-centric architectures including IIS, MS/NT security and Active Directory, Exchange Strong understanding of programming including Visual Basic, ColdFusion, Macromedia, Graphic Editing, Design and Animation a plus Troubleshooting , Software (office programs and desktop software), Hardware, Repair, Maintenance, Backup & Recovery Web Services including; FTP, DNS and must and page development, hosting, e-mail, and DHCP is a plus Group Policy, Domains, Active Directory Infrastructure and Implementation Strong follow up skills Strong customer service skills Must be able to lift at least 50 lbs.
Ability to think analytically
Strong problem solving skills
Must be available for on call duties that will require being available to carry a cell phone and respond to calls outside normal hours and/or during weekends/holidays Ability to work a flexible schedule, including nights/weekends and some holidays Be open to assume additional responsibilities as requested, and perform ad-hoc duties as required BS degree in sciences or similar required
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