Location: New York,NY, USA
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 Monday -- Sunday 8:00am -- 12:00am.
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 mobile -- move 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