What are we looking for in our Desktop Support Technician?
Russell Tobin's client, a multinational business software company is hiring a Desktop Support Technician
to work in New York, NY
Apply Now!
Employment Type: Contract/OnsiteLocation: New York, NY
Pay rate: $28-$32/hr. DOE
Responsibilities:
- Duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers.
- May also serve other IT department roles such as ensuring that all of the computers in their company's network are backed up, safe and secure.
- May also deploy security updates to all the systems in their companies' servers and computers to make sure they are never compromised.
- May be required to show staff members how to use their company's computer programs and networks and how to adhere to security standards.
- Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
- Coordinate with vendors to resolve problems.
- Add or replace memory, new keyboards, motherboards, and other components.
- Set up and troubleshoot domains, user accounts and software accounts.
- Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.
Required Skills:
- Ability to troubleshoot Video Conferencing equipment (i.e., Polycoms, Zoom software, A/V equipment, Crestron hardware, etc.)
- Ability to troubleshoot software, hardware and connectivity issues remotely
- Ability to understand & articulate root cause on customer issues
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
- Familiarity with encryption and security tools and triaging within this environment
- Assist customers in gaining access to various systems and servers
- Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
- Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies
- Communicate call trends and challenges in daily team meetings • The ability to take on small projects from start to finish
- Keep Knowledge Base and process documentation up-to-date
- Work closely with the team to resolve or properly close aging tickets
- Manage the individual and ticket queue for the team
- Ensure the highest level of customer satisfaction
- May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams
- Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert
Requirements:
- 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
- Experience working with multiple customers face to face in a ‘Walk Up Bar' type of corporate environment is preferred
- Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
- Passionate about providing excellent customer service and follow-thru to completion • Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
- Familiarity supporting Mac OS X & Windows 10/11
- Good problem solving, diagnosis and troubleshooting skills
- The ability to work under pressure in a fast paced environment is a must • Familiarity with wired and Wi-Fi Networking with Windows Active Directory
- Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
- Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
- Working knowledge of collaboration tools such as Slack, Box, Google Suite
- Familiarity with ticketing systems such as Service Now is a plus
- Strong mobile support (Android, iOS, etc) experience
- Ability to work independently and within a team
Nice to have:
Previous experience with Microsoft Office is preferred
Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
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Rate/Salary: $28.00 - $32.46 /hour DOE