Desktop Support Technician

Location:	Westwood	State/Province:	MA
Job ID:	1851	Duration:	Full Time

Description:
Turbine, Inc. is a premier global interactive media company. A team of entrepreneurs formed Turbine over a decade ago with the vision of becoming the leading provider of online subscription entertainment. Since then, the Company has grown to 250 employees and has become the largest privately-held online gaming studio in North America. We are now a leader in developing, launching, and operating online entertainment. As both a creative and technological innovator, Turbine has created some of the most popular and exciting game worlds on the Internet, like the award-winning Asheron’s Call®, Dungeons & Dragons Online TM, and The Lord of the Rings OnlineTM.
Job Summary:
Turbine is looking for a Desktop Support Technician to provide end-user support for the staff of a state-of-the-art game development company. In this role, as part of the IT team you will be responsible for day to day desktop-related support for 250 end users and 400+ computers. You will champion the Desktop Support Team, setting the standards to which members of the DST team will strive for delivering exceptional customer service and technical support across a wide variety of software & hardware technologies. The ideal candidate will possess strong analytical and troubleshooting skills in order to determine how to proactively identify research, resolve and document technical issues that arise.
Essential Functions:
1. Work diligently to maintain a highly visible and positive presence on the floor with end users.
2. Document, track, and monitor problems via ServiceNow ticketing to ensure a timely resolution, providing end users with status updates and communicate needs to IT Mgmt.
3. Allocate and coordinate equipment inventory as it relates to New Hires, Terminations & internal moves.
4. Develop and maintain positive working relationships with IT, end users and overall Systems Department.
5. Assist in building vendor relationships, coordinating hardware/software quotes for desktop related tasks.
6. Assist in maintaining an inventory of corporate hardware and software assets; including software licenses and original media in organized fashion.
7. Help manage SMS Desktop Admin Suite
8. Configure, debug, & implement application for corporate imaging solution, maintain client resets, corporate hardware database & utilize reporting features.
9. Remain current on company-wide system enhancements of software, hardware and data communication.
10. Interpret current and emerging technology and how they apply operationally.
11. Coordinate arrangements for repair of malfunctioning computer equipment with vendors. Maintain periodic maintenance of equipment.
12. Coordinate, prepare and provide end user technical training and/or documentation as needed.
13. Assist the System Administrators with server room hardware assistance as needed.

Requirements and Qualifications:
• BA and/or 2-4 years Desktop Support troubleshooting in a Windows environment
• Strong customer service skills requiring frequent client interaction
• Ability to provide after-hours support on a rotational "on-call" basis & work "off-hours" as needed
•Be able to manage multiple projects simultaneously, coordinate technical activities, and prioritize workloads
•Demonstrate a take ownership attitude
•Demonstrated time management skills, be able to work independently & with a team to develop solutions & manage multiple tasks
• Experience documenting IT related procedures & processes to improve overall team knowledge
• Working knowledge to install, configure & troubleshoot: Microsoft Windows XP/Vista, Office 2003/2007, Outlook/Exchange, Project, Visio, IE/Firefox, Perforce source control clients, Printers, phone/PBX systems, Dell desktop/laptop hardware components
• Knowledge of Active Directory and network services (DNS, DHCP, and WINS).
•Experience configuring and troubleshooting PDA’s and/or Smart phones


Required Skills:
Pluses:

• MMO experience
• Microsoft certifications (MCP/MCDST/MCSE) a plus
• Backup Exec, or equivalent backup software
• Configuring and troubleshooting PDA’s and/or Smart phones


You must submit an online application to be considered for the position. Reels received without an online application will not be reviewed. Please send reels to:
Human Resources,TurbineEntertainment, 60 Glacier Drive, Suite 4000, Westwood, MA 02090.