Desktop Imaging Specialist Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
May perform one or more of the following:
The Desktop Imaging Specialist applies a broad and in-depth working knowledge of information technology products and services to more complex assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent is a member of an enterprise wide team that builds a core image suitable for the enterprise and then layers business unit specific requirements into additional tiers for different business units. The incumbent also works with regional imaging and support teams over the phone and via remote control, to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent operates independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Working with client technical resources, designs, documents, builds, tests, and implements Desktop/Laptop core images that meet the client’s requirements.
2. Maintains a release schedule, modifies and releases updated versions of the core image using formal change control procedures.
3. Ensures that desktop image issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
4. Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings.
5. Maintains daily tickets and reports to ensure the highest service levels are maintained.
6. Serves as technical advisor, providing telephone and remote desktop support for other support teams with complex desktop imaging issues by resolving or conferring with the appropriate technical or systems personnel.
7. Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.
8. Serves as a mentor to lower level technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.
Education and Typical Years of Experience:
Associate’s degree/MCSE/ MCDST/ A+ certification or equivalent work experience in Desktop Imaging, desktop support and customer service environments.
2-4 years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop imaging and support technology and best practices.
Strong demonstrated analytical and creative problem solving skills.
Computer literate with proficiency in office automation shrink wrap applications and Operating Systems.
Good customer service orientation and appreciation of role as ACS representative
Technical Expertise
Windows XP 32-bit and 64-bit installation and deployment
Microsoft BDD 2.5 imaging technology
Microsoft User State Migration Tool (USMT) 3.0
Microsoft Windows Pre-Installation Environment (WinPE) 2005
Symantec Ghost or MS Image X
WSUS 2.0/ 3.0 patch deployment and reporting
Active Directory 2003 knowledge of structure and security (GPO)
SMS 2003 software distribution and remote control
Pocket PC and Blackberry configuration
Windows wireless technology
Medium level skills in batch file and VB scripting
Lenovo and HP desktop and laptop support
Service Center 5.0 or equivalent ticket management system experience
All other duties as assigned.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
|
