IT Field Services

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action- and results-oriented professionals. We take a hands-on approach to solving our clients' problems and helping them reach their potential. A&M is different by design: we give people ownership and impact from day one, fuel development through real opportunity, and provide direct access to leaders who invest in our growth.

Our culture celebrates independent thinkers and doers who positively impact clients and shape our industry. Guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity, our collaborative, globally minded environment is why our people love working at A&M.

The position of IT Field Services Support Specialist will be based in the New York office and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system.

In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and team work. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriate and manage their own workload.

• Facilitating walk-up desk service and utilizing incident knowledge base platform (Service Now)

• Analyze, diagnose, document, resolve and escalat ...

• Assist other depts within IT; engineering/operation with infrastructure applications/hardware

• Configure, install, and troubleshoot laptops/mobile devices/printers

• Respond to all user support inquiries globally including primary office location

Support and troubleshooting include supporting: MS Office 2016 - O365 suites, Commvault, (Cisco Products: Any Connect VPN, Call Manager CUCM), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Intune Remote (remote support), Intune (device management), Autopilot (imaging/deployment), SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, network printer support.

• College background in the technology field preferred

• 3-5 years of support role experience in help desk environment or tech support services (preferable)

• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint, etc.)

• Proven background with customer service and able to handle stressful/time-sensitive situations

• Telephone customer service experience required

• Fundamental understanding of PC hardware/software and connectivity components

• Experience with Windows 11 Operating Systems, Mac OSX experience preferred

• Knowledge of MS Exchange, Active Directory, Share Point

• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP

• Basic understanding of ITIL based structure

• Exposure to HP/Lenovo Think Pad/Mac Book/iPhone/Android hardware preferred

• Previous experience with an incident management/tracking system required

• Some weekend and after hours support required, as well as light travel potentially

At A&M, professional growth is tied directly to performance, not tenure. Our people take on meaningful, hands‑on…