Desktop Support Specialist II - Voted 'Best Place to Work' in the Bay Area!

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 The PMI Group, Inc - Voted as a Best Place to Work in 2007 for the third year in a row!

PMI Group, Inc. is proud to be recognized as one of the best places to work in the Bay Area in 2007 according to a recent survey conducted by the San Francisco Business Times, the East Bay Business Times and the San Jose Business Journal. PMI offers a dynamic environment where individual ideas and talent are encouraged to develop. We are dedicated to teamwork and a supportive and stable work environment. Our employees often refer to themselves as the "PMI Family" because of the strong personal ties within the organization and the company's commitment to ethical business practices and the welfare of its employees.

We are looking for a Desktop Support Specialist II in our IT Support department to work in our Walnut Creek, CA office. The Desktop Support Specialist II provides advanced end user support for assigned desktop systems or types of information technology tools, desktops, PDAs, scanners, etc. He/She diagnoses, troubleshoots and resolves basic and complex technical problems. The incumbent operates under defined processes and procedures, assisting lower level desktop support staff and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and/or procedures. He/She has latitude to deviate from standard procedures and re-prioritize as business needs warrant. REQUIRED MCDST equivalent or higher (MCSE)

ESSENTIAL RESPONSIBILITIES AND ACCOUNTABILITIES
1. Responsible for basic and complex work assigned from a problem or incident management queue to final resolution. May also receive escalations from lower level desktop support staff. Identifies, solves, and prevents the reoccurrence of advanced technical problems affecting the XP / Vista desktop OS.
2. Reviews and investigates reported technical problems to determine cause and most appropriate solution. Provides information and explanation to end users on problem resolution, and offers suggestions and advice to prevent similar issues if necessary.
3. Keeps end user updated on status of open trouble tickets. Escalates more complex problems or issues outside of area of responsibility to next level support staff. Updates problem tickets including call notes with status and categorization changes.
4. Completes requests to install and set up new user desktop equipment. Completes new software installations as needed on all workstation related equipment and related peripherals. Carries out corporate policies regarding acquisition and use of approved hardware and software.
5. Develops and thoroughly documents problem solutions that can be clearly identified and resolved at a lower support level. Significant contributor and developer of Technical Customer Support knowledge base documentation.
6. Responsible for administration of one or more of the following desktop support functions: remote control, anti-virus, firewall, thin client management, remote management, collaboration, incident management, application packing, remote management. Serves as system subject matter expert (SME) or back-up SME.
7. Identifies opportunities for process improvements and innovations. Tests and verifies improvements through standard UAT channels and implements changes with proper approval. Creates and sponsors Production Change Requests (PCRs).
8. Establishes and leads training on solutions to recurring technical incidents for lower level desktop support staff.
9. Participates in, and sometimes leads Department projects for new implementations and environment changes. Regularly a significant contributor to project testing and implementations becoming project SME.
10. Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.

JOB SPECIFICATIONS
Knowledge & Skills:
1. Strong ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies and procedures.
2. Ability to lead and mentor lower level desktop support staff.
3. Excellent organizational skills. Ability to manage time well in a fast paced environment and prioritize tasks often with no direction.
4. Thorough and broad knowledge of Microsoft desktop platforms and registry configurations to include XP / Vista.
5. Advanced knowledge of Active Directory, LAN/WAN, VPN and Wireless Networks.
6. Excellent analytical and problem solving skills. Ability to perform advanced troubleshooting and in-depth research, and develop solutions to complex problems.
7. Strong interpersonal and oral and written communication skills to provide quality customer service.
REQUIRED MCDST equivalent or higher (MCSE)

Education & Experience: Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following: 5+ years supporting Microsoft OS, Office and Collaboration software; 1+ years of experience developing desktop builds and push technology (packaging); and 2+ years demonstrated performance as primary administrator for desktop support systems.

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