ATOS IT Services & Solutions, Inc. Job Details in ROCHESTER, New York

Job DetailsDesktop Support Technician


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Position Type


Job Area

IT Desktop / Infrastructure

Job Type

Full Time



Company Information

Atos is a leader in digital services with annual revenue of € 12 billion and 100,000 employees in 72 countries. Serving a global client base, Atos offers a variety of services including: Business & Platform Solutions, Infrastructure & Data Management, Technology Transformation Services, BPO, Cloud and Big Data & Cyber Security. With deep technology expertise and industry knowledge, Atos works with clients across many business sectors: Defense, Financial Services, Healthcare, Manufacturing, Media, Utilities, Public Sector, Technology, Retail, Telecommunications, and Transportation.Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. In addition, Atos is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Bull, Canopy, Unify and Worldline.

Atos offers a broad professional perspective and the opportunity to build a rewarding career across either the technical or business paths. With our worldwide presence and our broad range of professional services, Atos provides training programs across all our competencies and markets worldwide for employees in all stages of their career. In addition, we offer programs that are focused on engaging and developing people who are at the beginning of their career through internships and graduate opportunities.

For more information, please see the Atos corporate web site:

Atos has an Affirmative Action Plan in place and is an

Equal Opportunity Employer: disability/veteran

Job Description

Essential Technical Criteria

Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.

  • Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.

  • Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.

  • Performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs.

  • Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.

  • Works independently with little to no direct supervision in the implementation of desktop solutions to fulfill business unit requirements.

  • Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.

  • Responsible for partnering with the business units they support to understand the business impact of support issues.

  • Responsible for the implementation of desktop solutions to fulfill business unit requirements.

  • Responsible for the implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition.

  • Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment

  • Demonstrates creativity and initiative in problem solving.

10% Complex Technical Documentation/Administrative Tasks

  • Technical documentation of hardware/software additions or changes.

  • Updates of inventory additions and changes to the inventory database.

  • Updates and closures of trouble tickets and service requests.

  • Timely labor hour input for billing and management.

5% Training requirements.

  • Keeps up-to-date advanced technical skills and knowledge of vendor offerings.

  • All other duties as assigned.

Job Requirements

Essential Performance Criteria


  • Frequency, Timeliness, and Clarity- responsive, thorough and appropriate in number and duration given the assignment, project or client’s needs. Direct and to the point, avoiding “wordiness”.

  • Scope – contains all relevant information and viewpoints, well thought-out and presented in a format that is easy to understand.

  • Judgment - Willingness to do “what’s right” even in the face of aversion, question, or differing opinions. Know when to keep comments to yourself.


  • Attitude – confident, friendly, helpful, sincere and positive.

  • Professionalism – courteous and tactful in all interactions, utilizing common sense, integrity and good judgment.

  • Respect – listening skills are appropriately used. Praise and reward other’s successes and accomplishments.

  • Courage – confront difficult situations promptly that affect our team, leadership or customers, and do so in a positive, non-threatening way.

Risk Taking and Decision Making

  • Responsibility - appropriately research issues and make timely decisions. Take ownership even if a wrong decision is made. Thrive on risk, but minimize to an adequate level. Don’t become paralyzed by analysis. Be fiscally responsible.

  • Innovation - think strategically and beyond the bounds of what is already being done.


  • Time Management– manage time appropriately to meet deadlines and commitments.

  • Organization – keep work area neat and free from clutter. Be efficient in your work files and organize so you, and others, can easily locate items.

  • Output – produce work assignments safely, quickly and efficiently, and with a high degree of accuracy; all requiring limited supervision.

  • Flexibility – anticipate changes in work assignments, allowing for unknown factors or influences. Manage stress appropriately.

  • Initiative – seek out learning opportunities; continuously increasing technical and professional skills.

Required Qualifications

  • 3+ years of progressive experience in the desktop environment.

  • Advanced knowledge and understanding of Windows desktop operating systems.

  • Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.

  • Intermediate knowledge and understanding of LAN environments

  • Intermediate knowledge of communication protocols.

  • Intermediate knowledge of PC-to-Mainframe access.

  • Intermediate knowledge of LAN based E-mail systems (e.g., Outlook, MS Exchange).

  • Creativity and advanced problem solving skills that lead to effective solutions to complex and varied problems.

  • A demonstrated ability to encourage and model positive cross-team partnerships.

  • Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems and office automation software, with expert level knowledge in at least one area of specialization.

  • Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.

Preferred Qualifications

  • College degree in Business or Computer Science

  • Microsoft Certified Systems Engineer (MCSE)

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