Scottsdale--Network Helpdesk Technician

This position is responsible for Company*s IS / Network Services help desk operations. Applies his / her strong customer service ethic, which meets and exceeds end-user expectations, to insure timely resolution of work requests while providing consistent, friendly follow-up customer satisfaction. Receives trouble tickets, new setup requests and outage notification to determine their severity and priority. Assigns issues to individual team members to resolve and manages the ticket to closure. Logs help desk transactions and insure technical problems are resolved promptly while constantly monitoring their progress and resolution. The position will require the ability to determine priority events which could have significant impact to business operations and prioritize those events accordingly. The individual will be required to exercise considerable judgment and discretion to ensure that the support teams are working on resolution of the most critical issues. Has a basic familiarity of PC hardware and software, which may be augmented by formal technical training. When appropriate, provides first tier end-user technical support and if necessary, refers problems that consist of unusual complexity which fall outside his / her area of expertise to senior level personnel. Insures completion of the company service requests in a timely and thorough manner consistent with MIS / Network Services quality standards and procedures. Will assist in the development and preparation of documentation standards and reports related to departmental activities. Works with other network personnel in a team oriented fashion, constantly learning from one another*s talents and skills. Works under general supervision and demonstrates in-depth writing, problem solving, and critical reasoning skills. Possesses excellent communication skills and is responsive to end user needs while maintaining a high degree of professionalism, friendly mannerism, and customer service.--Must have strong Exchange experience--Looking for someone with at least minimal experience in Citrix--This person must have supported over 200 users at one time.--This person needs Remote Software experience. (Example: Dameware or VNC)--Blackberry Enterprise Server (BES)-- is a plus--Needs Active Directory experienceDUTIES AND RESPONSIBILITIES:Assign & Manage Tickets for Desktop Support Daily 80%Provide *Hands-On* Desktop Support to the region Daily 20%Describe the level and frequency of contact of this position with other departments, as well as with outside groups or organizations:The individual will be consistently working with other departments and third-party vendors to determine support and process requirements. In addition, the position is required to maintain close contact with the various business units to ensure that the Help Desk is meeting minimum Service Level Agreements for support. The position will require that a determination is made to forward a support issue to a third-party provider when the internal support skills do not exist.Minimum experience required to meet hiring standards:The individual should possess a minimum of 3 year in a HelpDesk/Desktop role and have the ability to handle a fast paced demanding environment. The individual should be able to solve desktop issues remotely and quickly identify problems that will require more time to work on in order to assign them to other team members. As solid understanding of networks, servers and desktop are critical to this role along with various Help Desk Process knowledge.Minimum education required to meet hiring standards:A minimum Bachelors Degree or comparable work experience is required for this position.Minimum knowledge and/or skills required to meet hiring standards: (e.g. typing speed; operating Excel)In depth technical knowledge of PCs, Servers, Networks, VPN, Email Systems and Application. Substantial knowledge in a enterprise wide Help Desk Tool.****RELOCATION NOT AVAILABLE****UNABLE TO SPONSOR H-1B VISA CANDIDATES AT THIS TIME