Ilny- IT Desktop Support - locals to NY

Hands-on work experience with the following:

• Windows 7/10

• Windows Servers

• Apple IOS and OS

• Apple iPhone. Mac and enterprise solutions

• MS Office 2013

• MS Outlook/Exchange

• Dell, Lenovo, HP laptops & desktops

• Mobile devices (iOS, Android phones and tablets)

• Mobile Device Management (Mobile Iron)

• Cloud Applications (Box, Concur, Azure)

• Cisco IP phone systems (7960 series)

• Cisco Webex & Jabber

• Networked Printers

• Cisco/Tandberg Video Conferencing Systems

• Remote desktop connectivity applications: RDP, pc Anywhere, logmein.

• Imaging utilities.

• Internet browsers (e.g. Explorer, Chrome, Firefox)

• VPN and remote dial-in users

• Ability to diagnose and troubleshoot technical issues

• Incident Management System (Serena, Heat, CA etc…)

Core Responsibilities

• Provide hardware / software / network problem diagnosis & resolution via telephone or in person for end users.

• Use the H&S designated Incident Management System to document and manage problems, work requests and their respective resolutions and circumventions.

• Use acquired skill and experience to fix technical issues as well as providing customers with proper communication, feedback and assurance.

• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

• Create documentation and training on new hardware, software, workflows and procedures.

• Work on assigned projects ranging from software and hardware deployments, office moves, upgrades, etc. Work entire projects through all phases of development to project completion.

• Work with vendors on potential software and hardware solutions. Provide vendor management during third party projects, deployments and break-fixes.

• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.

• Training:
Be willing to participate in on the job and other training designed to enhance skills and support capabilities.

• Inventory Management: ability to manage a small inventory of replacement pcs, mobile phones and repair components to proactively accommodate end user issues. Ability to properly determine the correct hardware and software for users.

• Ability and willingness to work flexible hours from time to time in 24x7 environments.

• Focused on meeting or exceeding current SLA’s including customer satisfaction.

• Keep up-to-date on new technologies and end customer technologies.

Education
College degree, or equivalent experience preferred.

Experience
Minimum 3 - 5 years’ experience in help desk support. Strong preference for experience providing hands on technical support in a high profile multi-location professional services firm such as executive search, financial services, law firms etc…

All your information will be kept confidential according to EEO guidelines.