Overview

The Desktop Support Technician provides proven technical support, experience and strategic insights to meet the IT needs of OVG staff and any subsidiaries and partners as directed by leadership. The position is responsible for the local day-to-day needs and requests of the OVG New York office, in addition to remote coverage and support for all OVG users and clients globally. 

Customer service etiquette, a strong work ethic, and the ability to go above expectations are of equal importance to any technical requirements. The candidate for this position must manage their time properly and be willing to prioritize the needs OVG and its initiatives.

The Desktop Support Technician reports to Director of IT. This is an in-office position Monday through Friday.

This role will pay an hourly wage of between $25 to $35 phr depending on experience. 

Responsibilities

Responsibilities for Desktop Support Technician:

• Manage the installation and maintenance of hardware and software including workstations, mobile devices, multimedia displays, and video conference system support.
• Manage the diagnoses and repair of hardware, and contact appropriate service vendors
• when necessary.
• Assist with the development of standardized user processes and procedures ("how to") documentation.
• Educate and develop the IT skills to meet the requirement of desktop support team.
• Build up the printing and scanning knowledge base and train staff, as needed
• Working knowledge of managing tickets, follow up actions and close issues. 

Qualifications

Requirements

• 3 years of experience in Desktop Support/Client Services
• Bachelor or Master’s degree, preferably in IT or other relevant disciplines
• Experience with Microsoft O365 Administration and Office Suite a must
• Proficiency with a MAC and Windows operating systems
• Excellent knowledge of computers (PC, Laptop and Mac) and peripherals
• Knowledge of Zendesk (ticketing), JAMF (Apple device management), and Sophos (endpoint & email security) platforms a plus
• Experience supporting and managing Xerox & HP multi-functional imaging devices 
• Basic knowledge of configuring and troubleshooting iOS and Android based mobile devices.
• Basic understanding of networking protocols and troubleshooting (Cisco certification a plus)
• required along with knowledge of telephony/VoIP support
• Flexibility to work a variety of shifts
• Available to work overtime and possible weekends
• Excellent oral and written communication skills
• A Customer Service a must