General Summary: The primary responsibility for this position is to provide technical support to our employees that reside at various locations throughout company. Our multi-site environment consists of 2000+ users and is largely based on Microsoft and Apple technologies. A viable candidate will have basic and relevant experience working for a large company as a Help Desk agent and have demonstrated desk-side support and customer-facing skills. The position will be based out of New York City and spent supporting the organization's other facilities located throughout the United States and International. This is a full-time position, with a flexible schedule/swing shift MondaySunday 8:00am12:00am. Major Responsibilities:
- Basic knowledge of ITIL process
- Customer advocate/Manage service requests from inception to completion within Service Level Objectives (Service Level Management)
- Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience
- Work within an ITIL complaint service request management system
- Maintain a high level of customer satisfaction
- Adhere to our inventory management and change management procedures
- PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]
- Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)
- Ability to multi-task, handle multiple high-priorities; balance priorities
- Ability to be mobilemove from building to building
- Must be able to improvise in an acceptable manner in order to react to a pressure situation
- Must be able to work effectively independently, or as a member of a team
- Strong communications and relationship building ability
Job Specific Requirements:
- Customer service skills
- Bachelor's degree in computer science or related field
- Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional [Word, Excel, PowerPoint, Access], Internet Explorer, etc.)
- Mobile device support (Apple iOS and Android)
- Ability to interact with management
- Process oriented
- Excellent written and verbal communication skills
- Strong troubleshooting skills and attention to detail
- Strong organizational and time management skills
- Self-motivated and reliable
Salary Range: The pay range of this position is $24 - $28/Hr. Actual rate will be determined based off candidate's skill sets, years of experience, and other job-related factors. This range does not include benefits such as health insurance, paid time off, 401K, and additional company benefits