2024-151-IT Help Desk

We are currently looking for a Help Desk Technician for our client, a manufacturing company located in Yonkers, to assist employees and visitors who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. This is a Long-Term temporary assignment. Hours: 8:30-5:30 M-F(occasional evening and/or weekend) on-site (may require occasional travel); Pay Rate: up to $28/hr DOE

Job Description

PURPOSE OF POSITION:

The role of the Help Desk Technician is to assist employees and visitors who are experiencing any

procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high

priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk

Technician is responsible to ensure that an effective solution is provided to the user.

The Help Desk Technician supports installation/configuration, operation, and maintenance of systems and

network hardware and software and related infrastructure. This individual ensures that Network (LANs,

WANs, Internet, Intranet systems), system hardware, operating systems, software systems, and related

procedures adhere to organizational values and IT vision enabling employees to effectively conduct business

with each other, customer and/or vendor. Performs regular routine daily work and system checks as well as

unexpected work that may arise at any time.

This individual supports the following systems and networks: Core LAN (Main Switches to each

consolidation points), Subdivision LAN (Consolidation points to endpoint connectors), WAN (Intercompany

WAN), Internet, all critical and non-critical Windows and Linux systems that support KRC infrastructure

including those of satellite offices and locations; iSeries and iSeries related devices such as SAN storage.

Responsibilities on these systems include operations and support.

Major Duties And Responsibilities

Includes the following. Other responsibilities may be assigned.

• Effectively, professionally, and respectfully represents other Information Technology staff members,
  
  

and their services to employees and visitors.

• Provides support for all Information Technology products and services. Support may include
  
  

answering questions, troubleshooting problems, teaching or instructing employees regarding software

or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting

printer issues and resolving difficulties with company provided equipment.

• Determines the most effective manner to resolve employee's technical issue. Engages in research and
  
  

in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.

• Records required employee and problem information in SAP Network Request. Updates requests
  
  

with appropriate entries of activities, and closes requests with resolution entered upon completion of

the job.

• Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate
  
  

support groups for resolution.

• Verifies that suggested solutions effectively resolve the users' problems through verbal or email
  
  

follow up with the user.

• Works on Help Desk related projects as assigned by supervisor.
• Develop and maintain installation and configuration procedures and up-to-date documentation
  
  

according to MIS documentation standards and policies.

• Contribute to and maintain system standards and procedure.
• Recommend secure, cost effective, innovative, and where possible automated approaches for system
  
  

administration tasks.

• Collaborate with security administrator on any special assignment, implementation and monitoring of
  
  

systems and network in the light of security related inquiry.

• Create, change, and delete user accounts per request.
• Coordinate and communicate with impacted user clients.
• Periodical rounding for necessary security patching and local computer configuration.
• Upgrade and configure system software that supports KRC infrastructure applications or Asset
  
  

Management applications per project or operational needs.

• Maintain operational, configuration, or other procedures.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
  
  

Configure CPU, memory, and disk partitions as required.

• This individual will execute, test and roll-out the solution.
  
  

Knowledge/Skills

• To perform this job successfully, an individual must be able to perform each essential duty
  
  

satisfactorily.

• Experience in hardware, software, network troubleshooting, basic operating system functionality or
  
  

equivalent training and/or education is extremely beneficial. Customer service experience is

preferred.

Communication Skills

• This position requires handling confidential information in an appropriate manner. Employee
  
  

interactions must be handled with diplomacy and tact. Individual must be able to gauge the

employee/vendor's technical ability and communicate with them in appropriate technical or non-

technical language in a non-condescending manner.

• Position deals with a variety of problems and sometime has to discuss with Supervisor, Assistant
  
  

Manager or Sr. Manager.

• Communicate in both direction of any concerns or issues regarding to any system or network
  
  

operation at KRC, satellite offices and other user clients.

• Participates in year-end procuring of the best possible devices/services required to enhance, improve
  
  

and innovate system and network activities. This procurement process entails: Proposal for purchase,

Vendor/Device comparison, Request for purchase, Fixed Asset request, Coordinate with Purchasing

Department for ordering, Monitoring for Receipt, Physical inspection of the delivery, and acceptance

of the delivery for implementation.

• Resolve problems within established practices.
• Provides guidance with technical issues.
  
  

Decision Making/Judgement

This position involves projects and/or assignments requiring considerable decision-making authority

regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for

particular problems, there may be no existing procedures or instructions for those problems. The technician

may be on their own in solving problems and determining satisfactory solutions. Ability to work

independently and in a team setting is imperative.

Other Skills And Abilities

• Must be able to learn and support new and quickly-changing technologies.
• Ability to independently research solutions or information regarding technical issues.
• Excellent interpersonal skills and a team player.
• Good work habits under pressure.
• Expected to be on time to every workday. Morning shift depends on IT support.
• High energy level.
• Detail and time oriented.
• Must have a good command of the English language in order to provide effective phone, desk-side,
  
  

and email support.

Physical Demands/Work Environment

• The physical demands described here are representative of those that must be met by an employee to
  
  

Successfully Perform The Essential Functions Of This Job.

• Lifting and/or carrying of 15-30 lbs. or more and the pushing and pulling of carts when necessary.
• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced
  
  

notice.

• While regular travel is not generally required, based on the geological location of the network, some
  
  

travel may be required with little advance notice. A valid driver’s license is required for this travel.