Desktop Support Technician

Description:

MAX BILL RATE: ***/hour

Must be located in the greater NY/NJ area and will need to travel into the customer HQ on 5th Avenue in NYC for in-person meetings and IT support weekly. Must be able to support Pacific/West Coast hours virtually on some days.

MUST be able to come into the office M–Th 9 AM to 6 PM and Friday work virtually, covering West Coast stores from 11 AM to 8 PM.

Note they are asking this time for someone who can read, write, and speak Spanish in addition to English to communicate with the IT team and interpret documents mainly in Spanish.

On‑site address: 500 5th Ave, Ste 400, New York, NY 10110

• Technical
  
  Skills:
  
  proficiency in hardware, software, and networking
• Device types:
  Bluebird, Zebra, iOS, Toshiba
• Experience with operating systems and tools:
  Remedy, Zabbix, Maquetador – DAM, Device Lifecycle (CMDB and Remedy Asset Manager), Power BI
• Knowledge of common software applications (MS Office, Google Workspace)
• Problem‑solving skills: strong analytical and troubleshooting abilities, ability to diagnose and resolve technical issues efficiently
• Experience in providing technical support and customer service
• Communication skills: ability to read, write and speak in Spanish; excellent verbal and written communication; ability to explain technical concepts to non‑technical users; strong listening skills
• Time management: ability to prioritize tasks, manage multiple support requests simultaneously
• Team collaboration: ability to work independently and as part of a team, experience collaborating with other IT professionals and departments
• Documentation skills: maintaining detailed records of support activities, creating user guides and documentation such as FAQs
• Expectations: filter and assign new tickets daily from dashboard; update each ticket with notes of daily progress until closure or transfer; decrease number of aged tickets while working new tickets; proactive collaboration using Teams channels; consistent daily follow‑up with stores

To assist in daily tasks of the IT Department, mainly supporting store handheld devices.

• Assets management
• Configuration of store handheld devices: PDAs, iPods, iPads, etc.
• Reception and evaluation of inbound packages
• Maintain inventory status updated (CMDB)
• Maintain a healthy stock of repaired devices by processing RMAs in a timely manner
• Provide technical support to stores (in person, over the phone or MS Teams)
• Walk store staff through steps to help them resolve technical problems
• Respond promptly to incidents and requests, mainly for handheld devices
• Prioritize and manage many open cases at one time

• Previous experience in IT support/helpdesk (preferred but not required)
• Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required)
• Experience with iOS and Android OS (preferred)

• IT knowledge
• Ability to work autonomously with high levels of initiative
• Fluency in English (Spanish language knowledge is a plus)
• Good communication and interpersonal skills
• Highly organized and prioritization skills
• Ability to work in a fast‑paced environment under pressure
• Strong customer service ethos
• Excellent organizational skills

• Must have own laptop/desktop