Working out of the Los Angeles office, this position will provide 2nd shift, general user support on all installed applications, operating systems, and hardware both in person and over the phone. This is a senior level technical support position that is more towards a generalist rather than expert experience in any specific area.

• Answer the IT Hotline that serves 13 regional offices and 800+ users. They will be called upon to troubleshoot hardware and software questions regarding systems.
  
• Work independently during second shift, providing after-hour support for Europe & US offices and daytime support for Asian offices. Scheduled working hours are 4pm to 1am Pacific Time.
  
• Participate in project-related work that can be carried out after normal working hours including server upgrades, network maintenance and equipment moves.
  
• Provide support to remote users on connectivity issues arising from the use of Citrix Metaframe, high-speed internet access, and dial-in connections.
  
• Assist with management of IT resources, including workstations, laptops, projectors, PDA devices, and printers.
  
• Assist with the installation and configuration of hardware, including Dell workstations, HP and Xerox printers, Thinkpad laptops, networked copiers, HP Scanners, PDA devices (including Blackberry, Palm Pilot, and Windows CE devices), LCD projectors, Bloomberg terminals, and other computer and network peripherals.
  
• Assist with the installation and configuration of operating system and application software, including standard software (such as Windows XP, Microsoft Office 2003/2007, in an Exchange 2003 environment, various Citrix clients, Capital IQ financial software, Adobe products, and iMin/Datatel), as well as special non-standard applications and custom applications.
  
• Carry out basic Citrix administration using the Citrix Management Console, including disconnecting sessions, observing server load, and shadowing user sessions.
  
• Maintain basic Active Directory network administration, including unlocking of accounts, password resets and account name management.
  
• Administering and troubleshooting network print devices and copiers.
  
• Understand the administration of Microsoft Windows 2000 and 2003 servers, including their peripheral devices (such as backup systems, print queues and remote administration).
• Troubleshoot certain network problems that users experience, such as loss of connectivity or inability to print.
  
• Work directly with IT Support Supervisor on projects relating to general support and the Help Desk.
• Work with outside vendors for any on-site repairs of critical systems that are required after-hours.
  
• Document work completed in Epicor’s ITSM Help Desk ticketing system. Work with other members of the IT staff to assist with outstanding tickets from previous day to ensure and high-priority work is completed prior to next business day.
• Follow company policies and procedures in order to comply with SOX audit requirements.
  
• Participate with data gathering for periodic audits, perform auditing of various areas to ensure compliance with current policies.
  
• Monitor after-hours batch job processing such as backups and database maintenance to ensure they are completed or running properly.
  
• Offer senior assistance to junior Help Desk Specialists and PC Technicians when troubleshooting complex issues.
  
• Other duties may be assigned.