Full-Time Senior Help Desk Technician

Experian Consumer Services (ECS) – Careers That Define "What's the Next Big (Data) Thing" for Consumers?

Consider taking your career to the next level by joining the Leader that continues to change the competition. As the market leader we pride ourselves on building new markets, and leading the pack through evolution and new ideas.

Reporting to the Help Desk manager, you will:

1. Support and Resolution: Collaborate with internal and external support teams to resolve desktop, laptop, and software issues. Address incident and support requests from team members across multiple channels.
2. Technical Leadership: Serve as a technical mentor and support escalated technical issues from junior team members for Windows, Apple, and mobile devices.
3. System and Security Management: Drive system imaging and software deployment automation using tools like Microsoft SCCM and JAMF Casper. Manage Virtual Desktop Infrastructure (VDI) for global contact centers and enhance collaboration tools and video conferencing platforms.
4. Communication: Communicate issues and incidents to all organizational levels and maintain clear documentation and procedures.
5. Security and Architecture: Engineer, implement, and monitor security measures for systems, networks, and information. Design security architecture, identify security requirements, and troubleshoot security infrastructure.
6. Solution Development: Develop technical solutions and security tools to address vulnerabilities and automate tasks.
7. Incident Reporting: Ensure communication of security incidents and create comprehensive reports with findings, outcomes, and recommendations for system security improvements.

Education: Bachelor's degree in Computer Science or related field, or equivalent experience.

Certifications: Microsoft, VMware, or Cisco certifications.

Experience: Minimum of 4 years of experience, with expertise in operational best practices and implementing technology solutions for efficiency.

Technical Skills: Knowledge of IT infrastructure platforms, operating systems, tools, and monitoring. Hands-on experience with Active Directory, Exchange/Office 365, Group Policy, McAfee Endpoint Encryption, desktop imaging, and software packaging.

Support Experience: helpdesk experience and desktop support for Apple (60%) and Windows (40%) in an enterprise environment, troubleshooting issues on both platforms and mobile devices.

Leadership: Provides technical leadership, ensures solutions meet Service level agreements, and upgrades technician tools and platforms.

Skills: troubleshooting skills, root cause analysis, ability to create clear technical documentation, and work with different teams.

Language: Proficiency in both English and Spanish is required.

Other Skills: Problem-solving, flexibility to work with different technical skill sets, and input on technology/process improvement.

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