LAN/DESKSIDE SUPPORT

AECOM is a global provider of professional technical and management support services to a broad range of markets, including transportation, facilities, environmental, energy, water and government. With approximately 45,000 employees around the world, AECOM is a leader in all of the key markets that it serves. AECOM provides a blend of global reach, local knowledge, innovation, and technical excellence in delivering solutions that create, enhance and sustain the world's built, natural, and social environments. A Fortune 500 company, AECOM serves clients in more than 100 countries and had revenue of $7.0 billion during the 12 months ended Dec. 31, 2010. More information on AECOM and its services can be found at www.aecom.com.About the Business LineGovernment We have the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. AECOM Government Services supports the U.S. federal government with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.Job Description Position Title:
LAN/ Deskside Technician Support Reports to:
Program ManagerPosition Overview:

Position Location:
LOS ANGELES, CA

The LAN/Deskside Technician reports to the Supervisor and/or Technical Manager and provides junior-level support for a 24x7 LAN and associated applications, peripherals and connectivity in a Tier II service desk environment on a nationwide contract. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently or under immediate supervision. Travel Requirement:
This position may require up to 30% travel. Responsibilities:

- Provide direct technical support to end-users for all IT related issues both hardware and software
- Under supervision, provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and the networks
- Timely respond to system user requests for assistance
- Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs
- Support also includes:
install and provide basic support for approved PC software; upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs
- Troubleshoot/upgrade existing operational environment consisting of workstations running Windows XP and Windows 2000 associated file and print servers running Windows 2000/2003 Active Directory, Exchange and Enterprise Messaging software. Peripheral devices consist of PDA's Blackberry hand held devices and printers
- Utilizes Veritas Backup Exec and Computer Associates ArcServe Disaster Recovery software
- May work with Network Operations Center to troubleshoot complex LAN/WAN issues
- Document all work performed and possess ability to write clear and effective status reports
- In a subordinate role, provide technical support for large projects, operations and special events
- Coordinate with senior technical personnel to ensure problem resolution and user satisfaction
- Utilize the Remedy Action Request System (ARS) to track all service and trouble tickets involving support to end-users
- Responsible for all LAN and Desktop related hardware and may be required to conduct physical inventories
- Communicate effectively both verbally and in writing with clients to identify needs and evaluate alternative technical solutions
- Continually seek opportunities to increase customer satisfaction and deepen client relationships