Support Technician III

Type: Full-time 8-5 M-F, Rotating on call support until 8 PM
Location: San Antonio, Texas Downtown Area

Basic Function:
Provides computer systems technical support for customers, both internal and external, in a Help Desk environment to include operating systems, communication software, desktop configuration, Intranet, Internet, security, end-user applications, and telephony. Performs daily operations maintenance work and develops processes to reduce production downtime and obtain greater proficiencies that result in a better customer experience.
Principal Accountabilities (Essential Functions)

• Implements, documents, maintains, and supports company’s networks (LAN/WAN), operating systems, communication software, desktop configuration, server configuration, Intranet, Internet, security, end-user applications, and telephony in the most cost effective, timely, secure, and reliable manner.
• Researches and provides recommendations for new and innovative technologies in areas of responsibility, and other related emerging technologies with direct benefit to business needs and within business parameters.
• Provides effective, responsive, and friendly service and support to both internal and external customers in areas of responsibility. Acts as problem solver by establishing a feedback mechanism to ensure that chronic problems are eliminated.
• Performs network backup, fine-tuning, and daily monitoring and maintenance tasks as needed. This includes activities such as resetting passwords, monitoring network traffic, and desktop/server imaging and installation.
• Develops a variety of technology operations reports that assist in managing performance in areas of responsibility.
• Provide recommendations for improving company’s infrastructure and hardware based on assessing needs in areas of responsibility.
• Acts as a customer support representative, investigates, and resolves network, hardware application, and database support requests. Coordinates with the appropriate technical resource within information systems department to resolve issues if point of contact resolution is not successful.
• Provide data processing, scripting, auditing, monitoring and quality assurance services
• Performs other duties as assigned.

Problem Solving/Decision Making
Ability to work with little direct supervision. Must be able to trouble shoot and make decisions about the employees’ and managers’ computer systems that could affect the performance of the related departments. Must work well under pressure.
Contacts and Relationships
Experience working with customers by phone and directly in a professional manner. Excellent verbal and written skills.
Physical Environment
This position works primarily in a climate controlled office. This Position also works in a server room which is kept at a temperature of about 60-65 degrees. There may be some cabling involved requiring working on ladders or crawl space, as well as working with electronic equipment. Must be able to lift 25 lbs.
Skills:

• Experience, Knowledge and Skills Required (Know How)
• Bachelor's degree in a technical discipline or equivalent work experience of at least 5 years in a Windows based network environment.
• Experience with Windows Active Directory administration
• Working knowledge with Exchange 2003/2007
• Working knowledge of VMWare
• Working knowledge with SQL 2000/2005/2008
• Working knowledge with Citrix management and implementation
• Technical certifications with Cisco, Microsoft, CompTia, International Information Systems Security Certification Consortium, preferred but not required.

Scope of Responsibility
Primary support contact for all data network infrastructure, database, and Windows environments. Secondary support for all proprietary computer hardware and software involving all business lines.

Email your resume to itjobs@sarma.com. Compensation varies based on experience