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Role: Deskside Support

Location: New York NY

Contract

Job Responsibilities:

• color:black;mso-ansi-language:EN-US">Work directly with customers in person, via phone, via ticketing system, and email

• EN-US">Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers

• EN-US">Installation, configuration and troubleshooting of:

• EN-US">Windows OS

• EN-US">Various applications

• EN-US">Basic network connections

• EN-US">Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)

• EN-US">Support/set up of audio visual equipment

• EN-US">Support employee meeting setup

• EN-US">Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems

• EN-US">Support remote users as needed

• EN-US">Maintain accurate asset inventory

Major Accountabilities:

Trouble shooting

• color:black;mso-ansi-language:EN-US">Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination

• EN-US">Responds to all queries, triaging each in a prioritized and timely manner

• EN-US">Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support

• EN-US">Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated

Hardware

• color:black;mso-ansi-language:EN-US">Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices

• EN-US">Coordinates with vendors and service providers for in-warranty hardware replacement and service

• EN-US">Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes

Software

• color:black;mso-ansi-language:EN-US">Provides support for software with emphasis on Microsoft Windows and Office products in-house applications

• EN-US">Responsible for updating and maintaining software products and applications as required

Other

• color:black;mso-ansi-language:EN-US">Participates in the evaluation, piloting, testing and launch of new hardware, software and apps

• EN-US">Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually

• EN-US">Proposes process improvements

• EN-US">Create Help Desk/desktop communications, announcements and presentations to the company and sub groups

• EN-US">Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions

• EN-US">Manages, maintains, and improves technical documentation

Qualifications:

• color:black;mso-ansi-language:EN-US">Two-year or Bachelor's Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment

• EN-US">PC and Windows hardware skills, network printers and computer networks

• yellow;mso-highlight:yellow;mso-ansi-language:EN-US">Excellent oral and written communication skills

• EN-US">Customer service oriented, team player, good listener