Job Title: Sr. Service Desk Technician

Duration: 3 months CTH

Location: Hybrid - NYC

Position Summary

The primary role of the Senior Desktop Systems Support technician is to support end-user-facing aspects of the corporate operation as it pertains to information technology. The Senior Desktop Systems Support technician is a key corporate IT operations staff member responsible for properly functioning IT components.

The Senior Desktop Systems Support technician will serve as a senior team member and escalation point who may be conferred as a subject matter authority by other IT personnel. They will manage the timely escalation of customer issues by assigning appropriate priority levels, escalating as necessary to management contacts, and owning the issue through completion. The technician will provide senior-level service for any dispatched troubleshooting tickets, resolve and document local requests for assistance, and deliver high-quality second-level service of the technology environment management of incident tickets, asset management, and desktop service. They will oversee operating procedures, configurations, and documentation for local office hardware and software adhering to national standards and participate in implementing national IT projects in the local and global environment.

Duties and Responsibilities

• Primary responsibility includes all desktop configurations and some hands-on server, network, telecom, and AV support.
• Assist and support the Server Engineers with server issues, the Network Engineers with network issues, the Telecom Engineers with phone issues, and AV Engineers with AV and Conference Room issues.
• Support Mac and Windows computers, from hardware and OS troubleshooting to upgrades and repairs.
• Support to include but not limited to desktops, laptops, monitors, printers, mobile devices, software issues, and office equipment moves (PC, Monitors, Printers, Docks, Network cables, etc.)
• Deploy, receive, install, uninstall, upgrade, and support IT hardware and software.
• Coordinating with other teams and vendors to accommodate specific site needs to increase the productivity of the company’s employees.
• Build a working relationship with the Service Desk and other IT departments.

Qualifications

Education

Associate degree or technical college certificate in a related field completed or in progress, or at least 5-7 years of related experience and/or training, an equivalent combination of education and experience, or 5-7 years of Service Desk experience.

Experience

· Extensive experience with desktop hardware, software applications, operating systems, network connectivity, and computer deployments for Windows and Mac computers.

· Extensive knowledge of spreadsheet, word-processing, and database software applications, including Microsoft Office Suites (2007-2013 and 365 Windows, 2011 Mac) in a Windows and Mac environment.

· Extensive knowledge and experience with Windows 7 – 11 and Mac OS X.

· Mobile device support experience with Androids, iPhones, iPads, etc.

· A and HP Certification desired.

· Microsoft Certified Professional desired.

· ITIL Foundations preferred.

· Excellent communication skills and customer service attitude.

· Ability to prioritize assignments and adjust accordingly as situations change.

· Strong organization, problem-analysis, and problem-solving skills are required.

· Understanding WAN connectivity via TCP/IP, routers, HUBS, and switches.

· Outstanding customer service skills as well as hands-on technical skills.

Physical Demands

· A typical office environment includes extended periods of time sitting or standing, working on a computer, typing, using a mouse, using a phone, and participating in video conferences.

· Ability to routinely lift 40 lbs. items (printer, monitor, PC, etc.) from the floor.

· This position may involve traveling between the company’s sites in other cities and states.

· Ability to travel and provide after-hours/on-call coverage on nights and weekends “as needed” basis with a demonstrated ability to provide hands-on and remote troubleshooting, support, and resolution of technical issues across several offices in a geographic area.