HBO Senior Technical Client Support

The Senior Technology Client Technician supports the core end user IT equipment and productivity software. This role is responsible for a wide variety of support and maintenance activities. These include providing end user support for mobile and desktop Operating Systems (OS) and hardware, virtual and physical desktop environments, desktop applications, and other standard enterprise peripherals and print solutions.

PRIMARY RESPONSIBILITIES

Desktop Support

• Provides technical support by performing installation, repair, and preventative maintenance of desktop software and hardware

• Installs, configures and deploys desktop hardware and software, including virtual environments

• Supports day-to-day operational and support activities of the desktop computing, desktop, laptop, workstations and end user support services

• Troubleshoots desktop software and hardware failures and identifies related network problems

• Investigates complex hardware problems by contacting vendors or other technical sources to resolve incidents and develop solutions

• Coordinates end user installations, configurations and deployment of desktop software/hardware and other standard enterprise end user technology products

• Provides on-call support as required

Mobile Support

• Supports mobile Operating Systems (OS) and hardware

• Installs, configures and deploys mobile hardware and OS, including virtual environments

• Troubleshoots mobile software and hardware failures and identifies related network problems

• Coordinates end user installations, configurations and deployment of mobile software/hardware

• Provides on-call support as required

Inventory

• Maintains inventory of end user components and equipment

• Supports desk and office moves

REQUIREMENTS

Education

• Bachelor’s degree in Information Technology or related field, or equivalent work experience

Professional/ Technical Training, Licenses or Certifications

• Preferred:

  • A+ certification

  • ITIL V3 Foundation

  • MCSE

Experience

• 5 to 7 years’ experience of technical support performing installation, repair, and preventative maintenance of desktop software/hardware

• 5 years’ experience in troubleshooting desktop software and hardware failures and in identifying related network problems

Specialized Knowledge

• Microsoft Office Suite

• Knowledge pertaining to monitoring mobile devices, telephony, desktop, laptop and workstations

• Knowledge pertaining to supporting and maintaining desktop environments

• Familiarity with problem resolution

Skills

• Strong written and verbal communication skills

• Strong team player

• Proven analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Strong documentation skills and keen attention to detail