Reference # 19-00768 Title Service Desk Technician
Location New York,
Position Type Contract
Experience Level Contract
Start Date / End Date 27-11-2019 --- 31-08-2020
Service Desk Technician
What is Expected:
  • Provide support in-house and at client locations (remote, onsite fill-in, or assignment)
  • Able to work extended and flexible hours, including occasional nights/weekends
  • Fields inquiries/problems and provides updates to all users on progress and completion of requests
  • Ensures timely resolution of technical support requests according to published SLA's within approved policies and procedures.
  • Responsible for providing desktop support for computers and software through phone and direct contact with the clients
  • Installs, repairs and configures PC's, peripherals, and other end user equipment including, Blackberries, Android devices, MACs, iPhones and iPads
  • Maintains documentation for all Service Desk and end user processes and procedures
  • Liaise with technology vendors for support and installation services
  • Provides support to all customers in the office and occasional home locations
  • Ability to work with all level of users
  • Ability to troubleshoot and resolve break/fix and configurations issues with hardware and software in Microsoft networking environment.
  • Create and update articles in Knowledge Base as needed
  • Experience working in a 500+ user enterprise environment with a broad range of technologies with a strong focus on Microsoft networking and MS Office applications.
  • Remote Desktop Troubleshooting Experience (I.E. Remote Event Viewer and Log Analysis)
  • Candidate must have a minimum of 2-3 years of experience in Helpdesk for both phone and desk side support (in Financial Services a plus).
  • Candidate must have advanced proven experience with, Windows 10 and MS Office 2016.
  • Experience in configuring and supporting Blackberry, iPhone and Android devices in Microsoft Exchange based networks with AirWatch / Blackberry UEM MDM solutions.
  • Must have working knowledge of TCP/IP networks and internet protocols
  • Experience in using a Trouble Ticket system.
  • Candidate must possess excellent interpersonal and customer service skills.
  • Candidate must possess strong written and verbal communication skills.
  • Must be able to manage time effectively and to be motivated, reliable, and a self-starter.
  • Log all tickets with complete and pertinent details.
  • Act as the single point of contact to the user for all IT related requests.
  • Answer phones, dispatch ticket queue, & answer emails.
  • Ability to work in a fast-paced environment.
  • Follow-up with users until issue is resolved.
  • Bachelor Degree in Computer Science or related field.

Nice to Have:
  • Understanding of Active Directory environment
  • Cisco IP Telephony phone administration experience.
  • Global Protect VPN troubleshooting experience
  • Citrix XenApp/Xendesktop experience.
  • Bomgar Representative Console or similar support tool experience
  • Bloomberg Terminal experience
  • McAfee Suite experience
  • Airwatch or equivalent MDM experience.
  • RSA or similar two-factor authentication method experience
  • Cat5e and Cat6 patching and troubleshooting.
  • Experience with AV and Video Conferencing (configuration and support).
  • Current industry certification.