Job description

Job description

Overview: The purpose of this position is to provide day-to-day efficient and effective resolution to client's customers as a Deskside Technician. They will ensure customer requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through. Communicate professionally with coworkers and customers. This position requires excellent communication and problem-solving skills. This role is a phone & in-person support position. This is not a remote position.

Responsibilities:

• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone, in person, or electronically
• Recommend hardware and software improvements
• Track customer issues and resolutions

Qualifications:

• Previous experience in IT, customer service, or other related fields
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor

Job Scope:

• Deliver service excellence: With using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.
• Escalate major issues (PI/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.
• Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest with solutions.
• Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals, and with vendors.
• Update systems: to maintain databases/knowledge base or systems with information following the resolution of incidents and requests.
• Documentation: team member must assist and create documentation and checklists that standardizes day to day activities. These documents must be reviewed by management and client for approval and then followed consistently thereafter.
• Team contribution: To assist the peer team members, team leaders, process managers, or other support provider colleagues by undertaking specific tasks relating to the team environment or longerterm development or work of the team.
• Follow all Safety requirements and complete client's specific safety training (if applicable)
• Executive/VlP Support: provide day-to-day white glove process and technical support for Senior Executives and their Administrative Assistants. This role requires a very high level of technical proficiency and requires an individual with strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs, laptops, mobile devices, printers, videoconferencing, and potentially local network issues.
• Monitor/Work in Service Now Incident Ticket Queue while meeting SLA. Walk-Up Service (creating a ticket for every Walk-Up encountered)
• Shipping and receiving of equipment
• Equipment moves
• Break Fix Orders (Non-Warranty and Warranty)
• Check out loaner laptops using site-specific processes if applicable
• Off-site support (conference centers)
• Conference Room Support, AV Support / Zoom / Teams Support
• Mobile Device deployment and support
• Parts Closet maintenance & audits
• Maintain inventory control and provide regular inventory count
• Printer break/fix and set up configuration • Toner maintenance (where applicable)
• Network drops and set up • Set up VOIP phones
• Follow the Deployment checklist
• Continuous update of deployment documentation and checklist
• Participate in meetings with client's IT Site Coordinators and others as needed
• Communicate and document any process improvement suggestions using the Knowledge Base

Guidelines

Knowledge of the following tools and technologies:

• Mac OS X and later
• Jamf
• WorkspaceOne
• Remote Management /endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch)
• Two-factor Authentication (i.e. inWebo, OKTA)
• Windows 10
• Service Now
• Active Directory — Users & computers administration
• Pulse Secure
• Zoom — User administration, Room setup, User guidance
• Networking (Ll/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi Survey

Job Type: Contract

Pay: $32.00 - $35.00 per hour

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• New York, NY 10022: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 3 years (Preferred)
• Mac OS: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: One location

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