IT Desktop Support
Posted on :
10-07-2024
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Job Description
Role: IT Desktop Support
Duration: 01Jul2024 31Dec2024
Location: Paramus NJ (Initially in the office with the possibility of a hybrid arrangement after proving capability with at most one or two days working from home.)
Required Certification / Licenses / Training:
Microsoft certification desirable
ITIL desirable
THE CHALLENGE
Provide support and complex problem resolution to client and related companies. All Segment clients for computer systems communications devices mobile devices network connections and software applications. These clients are geographically distributed throughout the United States and Canada. Ensure compliance with Corporate IT standards and policies.
ROLES & RESPONSIBILITY
Provide walkup advanced support at site area locations.
Troubleshoot and resolve issues related to computer hardware operating systems companyapproved applications and network connectivity including working with 3rd party vendors.
Responsible for equipment setups reimaging and software installs.
Implement software and hardware updates and upgrades in compliance with Network Operations Center guidelines.
Organize and prioritize a changing workload with minimal supervision.
Assist in the development and maintenance of Support Center documentation as needed in Confluence.
Report any support trends to the IT Operations Manager and Team Lead.
Process all ServiceNow tickets within established SLAs.
Research and test new technology.
Travel to regional locations for support as needed.
Supervise Tier 1 Deskside Support Analyst tasks.
Provide Tier 2 level support to the Deskside Analyst and office users.
Work with other Deskside staff across all clients entities on different IT projects.
Log customer questions requests and problems and track issues through to resolution including timely recording of problem symptoms and status information.
Resolve complex enduser problems using documented procedures and available tools.
Escalate IT issues and assist with 2nd and 3rd level support often providing eyes and hands assistance.
Ensure customer satisfaction by responding to all calls and emails and providing timely updates regarding problem resolution status.
Build strong relationships and become a trusted solution provider through diligence and technical support excellence.
Provide onsite support for new installations demobilizations changes moves and repairs.
Responsible for new computer imaging and enduser setup.
Install networking and server equipment when necessary.
Set up and configure new printers when necessary.
ESSENTIAL SKILLS & REQUIREMENTS
AA Degree or technical school certificate in an ITrelated field preferred.
Four or more years of experience in IT support.
Highly proficient in common computer applications and operating systems especially MS Windows 10 MS Office and Google Workspace.
Experience installing maintaining and troubleshooting computer and communications hardware.
Experience using routine and advanced Service Desk tools and techniques (remote assistance PC Imaging ticketing and knowledgebase systems).
Experience supporting smartphones tablets wireless technologies networks and operating systems.
Experience with Active Directory Google Workspace Imaging Citrix Cisco VPN TCP/IP ServiceNow or other ticketing system MDM Office 365 Ring Central Zoom and remote tools.
Detailed handson knowledge of computer hardware applications and network technologies; ability to learn new technologies quickly and effectively.
Strong customer service and interpersonal skills.
Strong verbal and written communication skills and ability to interact effectively at all levels within the organization.
Strong problemsolving skills and inherent decisionmaking ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
Ability to organize work efficiently and handle multiple projects/responsibilities at a time.
Ability to coordinate operations activities in accordance with other information technology functions.
Works well under stress and time pressures to meet deadlines.
Selfmotivated and able to work with minimal direct supervision.
Accuracy and attention to detail.
Ability to work until the job is complete (may be beyond traditional working hours including weekends). Must be able to work occasional evenings and/or weekends for cutovers.
Familiarity with water/wastewater treatment is a plus.
Employment Type
Full Time
Key Skills
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