Title: Windows Operations Desktop Support Specialist
Location: Old Montreal (near Rue Notre-Dame & University)
Duration: Contract (12 Months to start with)
Pay Range: $28/hr to $35/hr

WINDOWS OPERATIONS DESKTOP SUPPORT SPECIALIST

This opening is for the Level 3 Windows Operations Desktop Team within Enterprise Infrastructure?s End User Computing Team. We are responsible for supporting and ensuring the stability of over 100,000 desktops (and growing), including laptops and virtual PCs. We provide service and support to internal teams and senior VIP clients on Windows Platform and desktop application-related issues. The role involves close cooperation with the Service Desk, desk side support teams, IT Security, Engineering, application programmers and third party vendors by handling escalations, providing documentation, and implementing new products.

This opening is for the Level 3 Windows Operations Desktop Team within Enterprise Infrastructure?s End User Computing Team. We are responsible for supporting and ensuring the stability of over 100,000 desktops (and growing), including laptops and virtual PCs. We provide service and support to internal teams and senior VIP clients on Windows Platform and desktop application-related issues. The role involves close cooperation with the Service Desk, desk side support teams, IT Security, Engineering, application programmers and third party vendors by handling escalations, providing documentation, and implementing new products.

The candidate can expect to perform some or all of the following duties:

• Monitor trouble ticket queues for issues and respond promptly to them.
• Perform troubleshooting and investigation of complex technical issues as escalated to us by the Service Desk and desk side support teams. The primary areas are Windows Operating System, Microsoft Office and web browsers.
• Identify trends or issues within the production computing environment and work with product engineers, Microsoft, and other vendors to resolve them.
• Perform change management duties, including creation, execution and validation of production changes.
• Provide VIP support for senior executives.
• Deployment and management of security patches.
• Maintain and distribute the core Windows build.
• Maintain and monitor overall PC health.
• Support the software distribution and management processes, including packaging of applications and troubleshooting of software installation issues
• Maintain the software distribution infrastructure
• Test new and changed components being introduced into the Windows environment
• Participate in the engineering and deployment of global products
• Develop scripts and other forms of automation as necessary to efficiently solve problems within the enterprise desktop computing space

Requirements:

• 3 years minimum experience operating as a Windows desktop support specialist
• Strong knowledge and proficiency in providing support and troubleshooting of either the Windows operating system and/or desktop applications:
• Windows Desktop and Server operating systems:
• preferably in a demanding, large networked global enterprise environment, e.g. event log, GPResult, performance issues
• Networking issues ? (DNS, DHCP)
• An understanding of Active Directory (GPO, OU, Groups)
• Desktop applications:
• Microsoft Office products, including Outlook, Word, Excel (including formula use, macro/VBA), PowerPoint, Visio, Communicator, and MS Office plugins.
• Internet Explorer and Mozilla Firefox. This includes knowledge of web development standards and protocols, experience with troubleshooting cross-browser compatibility issues, and experience with TCP/IP commands/ports.
• Adobe Acrobat
• Task automation using scripting languages PowerShell, Visual Basic, VB Script, Perl or equivalent.
• Proficiency in creating documentation for end users and support personnel
• Strong verbal and written communication skills
• Self-starter with experience working in a project team environment
• Able to work and communicate effectively with senior VIP clients for troubleshooting and explaining technical issues

Nice to Have Skills:

• Experience working in a large financial environment
• Virtualization technologies: VMware, XenServer, Citrix XenDesktop, Citrix Presentation Server / XenApp Technology
• Experience operating BigFix and creating fixlets
• AppSense Environment Manager
• Background in Enterprise management and experience working with System Center Control Manager (SCCM and/or SMS), Windows enterprise technologies , DFS, Active Directory
• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Office Specialist (MOS) Certification
• Microsoft Certified Desktop Support Technician (MCDST)
• Application Packaging using Windows Installer (.MSI) and SMS Installer
• Proficiency in T-SQL and SQL Server administration skills
• Programming experience with ASP.NET, C#.NET
• Kernel debugging skills
• Microsoft App-V