Principle Technical Support Specialist

L-3 Communications Titan Group is seeking an experienced Technical Support Specialist for our Desktop Services Division (DSD) to maintain and update all Field Support Processes.Requirements:
These include but are not limited to:
full lifecycle of the deployment process, including scheduling, interviewing, installing, deploying and quality check processes as well as desktop maintenance and desktop move/surplus support processes
data collection/manipulation, research/analysis and the facilitation of information dissemination of the USPTO desktop and related technologies. *assist with analysis of records and collected data to determine performance, productivity, and quality definitions with the objective to increase overall efficiencies in desktop services.
assist in review of policies and procedures and associated documentation.
assist with research and testing of new technologies for possible deployment into production environments, and create supporting documents as required.
investigation of resolution techniques to unique failure scenarios. *facilitate information dissemination and/or training for support personnel.
working knowledge of EAMS (Remedy) and the various software proprietary to the USPTO, and
interact with other groups in the contract as well as outside vendors to find solutions to problems.SKILLS AND EXPERIENCE REQUIRED:
The successful candidate must have 5-7 years in the I.T. field, possess excellent customer service skills and have the ability to manage and prioritize multiple tasks and exhibit attention to detail. Hardware and software support experience in a multi-user environment. Knowledge of internal components and troubleshooting procedures for laptops and desktop CPUs, processors, video components, printer and scanner components. Experience with troubleshooting and repair of various PC platforms operating with Microsoft NT, Windows 2000, and Windows XP required. Some Unix knowledge would be helpful. Experience in USPTO or similar environment with NT/XP clients in NT Domain/Active Directory setting. Demonstrated proficiency with Microsoft Office products and ability to learn new skills quickly. Very strong Desktop HW/SW troubleshooting skills. Excellent verbal and written communication skills. Demonstrated ability to meet deadlines without constant supervision. Position requires the highest standards of professionalism and initiative. Experience using Access or SQL databases. Remedy experience and performing queries also desirable.EDUCATION & SPECIAL TRAINING REQUIRED: Bachelors degree preferred, with 5-7 years experience. Post high school education in technical field required. A+, Network+, MCP, or MCSE certifications highly desirable.
REQUIREMENTS
Please see Job Description