Back To School​/Ramp Up Project - Level 2 Desktop Support

IT Customer Care Support Technician (Back-to-School Project)

Location:

Onsite

Employment Type:

Project-Based Contract

Experience Level: Experienced / Support Technician

Position Overview

Our client is seeking IT Customer Care Support Technicians to assist with a high-visibility Back-to-School support initiative. As students, faculty, and staff return to campus, the volume of IT support requests increases significantly, creating a need for additional technical support resources.

Working under the direction of the onsite Team Lead and Director of IT Customer Care, technicians will provide front-line support to end users, resolve technical issues, and deliver a high level of customer service during one of the busiest times of the academic year.

This project team will consist of three Tier 1 Support Technicians and one Endpoint Services Technician dedicated to supporting users and ensuring a smooth start to the school year.

Key Responsibilities

+ Provide desktop and technical support to students, faculty, and staff.

+ Troubleshoot and resolve hardware, software, and connectivity issues.

+ Support users experiencing network and Wi-Fi connectivity problems.

+ Perform Active Directory account management, including password resets and account support.

+ Troubleshoot printer-related issues and peripheral device problems.

+ Respond to incidents and service requests through ticketing systems, email, phone, and walk-up support channels.

+ Deliver both remote and hands-on break/fix support.

+ Escalate complex issues to appropriate support teams when necessary.

+ Track and document incidents, service requests, and resolutions.

+ Maintain a customer-first approach while working in a fast-paced support environment.

+ Assist with user onboarding and technology readiness initiatives related to the campus return.

Required Qualifications

+ Minimum of 2 years of technical support experience, including remote and hands-on desktop support.

+ Experience supporting Windows operating systems and desktop environments.

+ Strong troubleshooting and problem-solving abilities.

+ Experience supporting Microsoft 365 (Office 365) and Google Workspace (G Suite).

+ Familiarity with Active Directory administration, including password resets and user account support.

+ Experience supporting printers, mobile devices, laptops, desktops, and peripheral equipment.

+ Knowledge of ticketing systems such as Service Now or similar service management platforms.

+ Strong verbal and written communication skills.

+ Proven ability to provide excellent customer service in a high-volume support environment.

Preferred Qualifications

+ Previous experience supporting higher education, K-12 schools, or academic institutions.

+ Experience supporting both Mac OS and Windows environments.

+ Familiarity with Apple devices, Windows devices, tablets, and mobile technologies.

+ Experience in walk-up support centers or campus technology support environments.

+ Working knowledge of network connectivity and wireless troubleshooting.

Required Technical Skills

+ Desktop Support

+ Windows 10 / Windows 11 Support

+ Mac OS Support

+ Microsoft 365 (Office 365)

+ Google Workspace (G Suite)

+ Active Directory

+ Password Resets

+ Hardware and Software Troubleshooting

+ Network Connectivity Support

+ Wi-Fi Troubleshooting

+ Printer Support

+ Service Now or Comparable Ticketing Systems

+ Mobile Device Support

+ Break/Fix Support

Soft Skills

+ Outstanding customer service skills

+ Strong interpersonal and communication abilities

+ Ability to remain professional in high-volume support environments

+ Strong organizational and multitasking skills

+ Ability to work independently and as part of a team

+ Positive attitude and willingness to help users at all technical skill levels

Work Schedule

35-Hour Work Week

+ Week 1:
Monday - Friday, 9:00 AM - 5:00 PM

+ Week 2:
Monday - Saturday, 8:00 AM - 7:00 PM

+ Week 3:
Monday - Saturday, 8:00 AM - 7:00 PM

+ Weeks 4-6:
Monday - Saturday, 7:00 AM - 10:00 PM

Why Apply?

This is an excellent opportunity to support a large-scale campus technology initiative and make an immediate impact on the student and faculty experience. Successful candidates will gain exposure to a diverse technical environment, work directly with end users, and contribute to a critical project during one of the busiest periods of the academic year.

Job Type & Location

This is a Contract position based out of Bronx, NY.

Pay and Benefits

The pay range for this position is $20.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision
- Critical Illness, Accident, and Hospital - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability
- Health Spending…