VM Deskside Technician

Location: Portland, Maine
Posted On: 6/14/2017
Job Code: 3789_VMTECH_PORTME
Job Description
Job Title: VM Deskside Technician
Location: Portland, ME 04101
Duration: 6+ months contract with possible extension
Shift: 8am-5pm
Interview Process: One phone interview, One in person interview
Start Date: As soon as possible

Summary of the role from the manager: This role deals almost exclusively with VM; we need deskside contractors who are experienced in VMWare/VMView/VDI – creating images, troubleshooting, etc. These resources will work on VDI and VDI only; they are not for other non-VDI work.

Job Description:

The Deskside Technician is responsible for delivering business value to its customers by supporting infrastructure services, systems and technologies. Under general direction they perform software and/or hardware configurations/testing/implementations to meet operational objectives and respond to Service Requests/Incident calls for technical assistance including research and resolution. They follow previously established processes and procedures and contribute/suggest changes of those policies and procedures for continuous improvement purposes. Work is of a simple to moderate complexity and requires a thorough understanding of one or more technical services. This position is coached by a Technology Capability Manager and requires regular oversight from Senior Operations Support Analysts, Operations Engineers, Service Managers and Project Leaders.

This position operates at the tactical level and guides customers through the use of appropriate infrastructure services.

A Deskside Technician is expected to be proficient in one or more of the following services:
• VMWare/VMView/VDI
• Desktop Infrastructure and End User Environment
• Unified Communications Maintenance and Refresh
• Rich Media Maintenance and Refresh
• EUS Request Fulfillment
• Workstation & Printer Maintenance and Refresh
• Enrollment Laptop Support, Maintenance and Refresh
• ITIL Process Guidelines as defined at Client (e.g. Change, Incident, Problem, Knowledge, etc)
• Batch Command Center - UK
• Access Provisioning - UK

Principal Duties and Responsibilities
• Partners with Technology Capability Manager(s), Senior Operations Support Analyst(s), Operations Engineer(s) and Service Manager(s) on the operational aspects of associated services to meet or exceed committed service levels
• Executes the operation, reporting and continuous improvement of the services/functions required to deliver and support infrastructure services and products to meet the needs of the business
• Performs processes to ensure the stability, capacity and performance of associated services/functions. Addresses/adjusts services as needed to maintain or exceed service levels to business
• For accountable services, partners with the Global Services organizations responsible for ITIL Service Management based processes associated with Incident, Problem, Change, Availability, and Release Management
• Works as part of a team that leverages agile approaches to meet business needs at an accelerated pace
• In partnership with Senior Operations Support Analyst identifies, documents and resolves infrastructure issues affecting computing service users
• Under general direction develops and implements technical solutions for issues that are of a simple to moderate complexity
• Understands the existing departmental/unit/functional processes and procedures
• Understands workflow, process inputs and outputs, dependencies, etc. specific to the job role
• Organizes time and information in a manner conducive to a high level of personal productivity; ability to multi-task in an environment driven by time-constrained deliverables
• Adapts to change and work effectively in a dynamic environment
• Performs other duties as assigned
• Comply with Client’s Code of Conduct and other Company Policies and Procedures as appropriate to the role

Job Specifications
• Bachelor’s Degree preferred or equivalent experience
• VMWare/VMView/VDI
• Working knowledge of Corporate, Industry, Professional Standards, e.g., ITIL, and Agile methodology
• Follows established processes and procedures for incident/problem solving and pays close attention to detail
• Self-motivated, results oriented and has strong organizational skills
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery
• Demonstrates good oral and written communication skills
• Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization
• Has sufficient technical knowledge and practical experience on incident resolution and standard operating procedures
• Rapidly wins respect from both clients/users and professional colleagues and develops a reputation for sound judgment and effectiveness in a variety of organizational cultures
• Proactive and analytical thinking and problem solving skills
• Ability to adapt to changing work priorities in a fast-paced environment while maintaining a positive, professional attitude
• Meets the standards for this position, as defined in the Talent Management Framework
Category:IT  code:new
Job Requirements
Win32, MS Access, ITIL, Research, Focus, Windows 2000, Windows 98, VMware, Management

Not Ready to Apply?
Contact Details
Sagar Patel
E-mail Address