Desktop Support Technician

Location

Fully Onsite (Client located New York, NY area)

• Must be able to work on a W-2 basis.
• Must be local to the New York, NY and able to work fully onsite.

• Mostly onsite desktop bar support (Tech BAR), you will be a part of a team of 4 Desktop Support technicians.
• Install, update, and repair personal computer hardware, software, and network service systems.
• Maintain and implement desktop solutions to support organizational business needs.
• Provide professional-level phone support to customers in accordance with company policies and procedures.
• Troubleshoot and replace laptop and PC hardware.
• Perform hardware upgrades, hardware disposal, loaner program management, asset inventory, software inventory, and remote imaging.
• Conduct new hire setups, terminations, relocations, remote and automated updates, and provide remote support.
• Recognize, research, isolate, resolve, and follow up on difficult user problems, referring complex issues to higher-level technical staff.
• Set up, maintain, and troubleshoot desktop systems and user environments.
• Participate in IT Support queue to assign and prioritize open issues.
• Log, prioritize, assign, and troubleshoot all calls, voicemails, emails, trouble tickets, and walk-up requests reporting technical problems; elevate as appropriate.
• Provide 1st and 2nd level support for desktop and enterprise applications, local/network printing, email, connectivity, remote access, and hardware issues.
• Perform server and desktop updates to protect against malicious viruses and malware.
• Manage customer issues and requests, creating, tracking, and documenting technical solutions.
• Manage deliverables associated with projects by prioritizing, tracking, and completing assigned tasks.
• Build and deploy new workstations (desktops and laptops).
• Install and upgrade hardware/software on Windows workstations.
• Troubleshoot assigned tickets to resolve issues or escalate to the appropriate group.
• Maintain positive customer relations through effective follow-up.

• Ability to troubleshoot software, hardware, and connectivity issues remotely.
• Ability to understand and articulate root causes of customer issues.
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
• Familiarity with encryption/security tools and troubleshooting within secure environments.
• Assist customers in accessing various systems and servers.
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony systems.
• Set up and maintain shared mailboxes/distribution lists in Exchange.
• Distribute and patch software using Casper and LANDesk technologies.
• Communicate call trends and challenges in daily team meetings.
• Ability to manage small projects from start to finish.
• Keep Knowledge Base and process documentation current.
• Collaborate closely with team members to resolve or close aging tickets.
• Manage personal and team ticket queues.
• Ensure the highest level of customer satisfaction.
• May require deeper systems knowledge and extensive collaboration with Tier 3 engineering teams.
• Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert.

Technical Degree or related work experience.

• Medical Insurance & Health Savings Account (HSA)
• 401(k)