Associate Lead Help Desk III

For further information please contact our Talent Specialist:

Komal

Title: Associate Lead Help Desk III

Location: New York NY

Duration: 3 Months

Description:

• Implementation project manager for large customer installs. Onsite client facing IT support for installation of A3/A4 print devices.
• Remotely and physically resolve and/or reassign customer (internal and external) software network interface and application issues.
• Troubleshoot and triage software and application issues for customer resolution.
• Provide technical trouble shooting to ensure that machines are running and visible on the customers network.
• Provide day to day procedure and technical direction to customer end users. Serve as primary contact for implementation internally and externally.
• Assist with various site hardware installs by providing IT infrastructure which allows devices to print; create and provide ongoing print queue management for entire customer base.
• Provide service level agreement support to customers to ensure team attains the contractual service level requirements participate in escalation processes to ensure technical issues are resolved and minimize risk of missed SLA attainment; Contributes to the development of technical and client service process documentation as assigned.
• Adhere to all network security protocols; Complete daily/weekly reporting to manager on devices implemented devices removed etc. along with associated network information department end user details etc. Other duties as assigned.

Skills:

• Intermediate level of technology proficiency in all areas required (software/hardware implementation networks) superior customer service and interaction skills.
• Working knowing of printers and multifunction devices fax and scanner.
• Demonstrated ability to understand networking protocols and print system requirements and their interactions; Multitasking; strong organization skills and ability to prioritize.
• Effective communication skills (including written and verbal) to a diverse population both technical and interpersonal skills; high level of selfmotivation and selfstarter.
• Ability to work independently and in high pressure environments. Strong team player.
• Excellent problem solving and followup skills. Ability to meet deadlines. Proficient in Microsoft Office applications (Excel Word PowerPoint).
• Demonstrate ability to take direction from multiple sources.

Experience:

• 23 years Technical Service experience; previous customer facing experience

About us: DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the MidWest and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.