Align Technology is a global medical device company that pioneered the invisible orthodontics market with the introduction of the Invisalign system in 1999.  Today, we develop innovative, technology-rich products such as Invisalign aligner treatments, iTero™ intra-oral scanners, and OrthoCAD digital services to help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

SUMMARY
The Jr. Systems Technician Contractor is responsible to provide complete support from end-user client machine to backend infrastructure and applications. End-user support includes, but not limited to, laptops, desktops, desk phone, soft phone and cellular phones. He/she is expected to perform software and hardware installation and inventory management. Back-end support includes, but not limited to, providing complete user account provisioning: create AD and Exchange mailbox, computer account, group, and distribution lists.  The IT systems engineer is also expected to manage the helpdesk phone line and ticketing system. He or she will also provide support for global video conferencing solution using Polycom when it is required.

Plans, conducts, and directs the analysis of business problems to be solved with automated systems.  Contribute to the development, testing, evaluation, or design of system or infrastructure architecture used throughout the IT solution set.  Job focus is to support internal company programs and operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Solve complex IT issues at end-user level
• Perform independent research for complex IT questions using available information resources and the internet
• Complete ownership of end-to-end client imaging process (manage RIS and WDS infrastructure): Create and build new OS images for desktops and laptops. Maintain images with new OS or software updates or updated drivers. Create and build new SCCM packages, such as VPN client, Office, and etc.
• Manage the Wave Embassy System which manages hard drive encryptions
• Manage the Anti-virus Trend Micro server for clients and servers in US/CAN
• Manage the cleanup process for old computers and user accounts in AD
• Test, analyze, and recommend new standards for laptop and desktop 
• Test new client applications, such as Office 2010, Citrix 6.0, and etc
• Create technical documentation to strengthen helpdesk support capabilities
• Provide phone support for remote users
• Responds to assigned tickets and requests within business defined service level agreements
• Create and manage exchange mailboxes and distribution lists
• Troubleshoots, diagnoses, and repairs end user computer hardware and software problems via telephone, remote tools or in person
• Support Cisco AnyConnect VPN solution 
• Support tier 1 network incidents
• Roll out, installs, and configures software product updates for desktops and servers
• Configures desktop/laptop computers for new employees
• Deploys and connects workstations
• Creates and maintains desktop support documentation
• Logging of problems and resolutions using Problem Tracking software
• Follow standard procedures. Recommend to optimize the procedures
• Redirect problems to appropriate resource
• Update and maintain corporate images
• Assign and maintain DFS file permissions
• Configure and manage Blackberry devices on Blackberry server
• Configure and manage iPhone & iPad devices
• Act as the point of contact for after hour support issues
• Deploy and manage Iron Mountain back-up clients

Additional responsibilities:

• Ensures the effective fulfillment of objectives and deadlines assigned to the group.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.

Individual must be able to perform each essential duty independently without supervision. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Solid background in supporting Microsoft Windows XP, Windows 7, Microsoft Office 2007/2010, and Windows server 200x
• Experienced with providing end user support on Apple systems (e.g., Mac Books)   
• Exceptional communication skills: ability to explain technical issues in a non-technical fashion
• Best knowledge of customer service practices
• Experienced with TCP/IP, networking, VPN troubleshooting
• Solid understanding of iPhone/Blackberry (email service)
• Knows software packaging and deployment, such as using Windows Patching using WSUS
• Supporting and configuring Wireless connections
• Managing blackberry devices on Blackberry Server
• Familiar with SOX audit compliance

EDUCATION and/or EXPERIENCE

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent.
• 5 years of experience required

All your information will be kept confidential according to EEO guidelines.