We are seeking a highly motivated and curious IT Generalist / Desktop Support technician to provide Level 1 Hands-on help Desk assistance to support front-end users and maintain client documentation (inventory, user best practices and instructional application documents).
The Desktop Support Technician works as part of a high-performance support team to ensure that end users IT ecosystem, various systems enhancements and defect corrections work properly and meet the user's requirements.
Responsibilities include:
- Receives and logs support calls. Works with customer to assign initial severity level to the problem and initiates the case resolution workflow.
- May perform first level problem determination to identify and isolate failure point including hardware, network, application, training and / or documentation.
- Receives, manages, logs, tracks, and escalates tickets and procedures accordingly. Closes completed call process by notifying interested parties.
- Resolves product support questions, issues, and failures managing assets (computers, monitors, software licenses, etc.) triaging issues from employees, and troubleshooting with individuals one-on-one.
- Set up new hire computers, phones, software, etc. Providing support for services such as remote access, internal and external web services, mobile technology, and presented applications.
- Continued development and improvement of client facing platforms.
- Front line for network problems.
- Front line for application problems.
- Managing Anti-Virus & Malware software.
- Providing remote hands support for security, networking, and systems engineers.
Specific Extensive Knowledge/”Must-Haves”:
- 2 to 4 years of IT experience as Help Desk / Desktop Support Technician primarily face to face support. Highlighting soft skills.
- Education in IT, preferably an Associate's degree or comparable technical education / coursework.
- Service-oriented mindset and the ability to empathize with a wide range of technical experience.
- Experience troubleshooting Windows (10) and Office 365 / Office applications.
- Experience with networked and mobile computing environments.
- Exposure to networking and information security.
- Experience in a fast-pace environment, time management, solid oral and written communication skills, and quick response.
- Excellent organizational, and support case management skills.
- Experience in financial companies will be a plus.
Job Details:
- Reports to: Desktop Support Manager
- Travel to one of our two offices in the NYC Metro Area. Work-from-home (WFH) privileges to be evaluated
- Must have own reliable transportation and clean license
- This is a full-time position based in NY, NY. The successful candidate will be expected to work 40 hours per week and must be able to work off hours and weekend hours as needed for project-based work.
Job Type: Full-time
Pay: $45,000.00 - $54,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Education:
Experience:
- Desktop Support: 2 years (Required)
Language:
Work Location: Hybrid remote in New York, NY 10016