Desktop Support Technician

Information Technology
in New York City
, NY
Reference: 19-03696


The Desktop Support Technician works with our client to conceive, deliver, and support the technology that executives, professionals and telecommuters need to succeed. This individual will serve as a single point of contact to customers for service request calls, work phones, dispatch queue when necessary and e-mail. He/she will log all incidents and create tickets detailing issues related to the customer. This position provides excellent customer support and consults on a wide range of highly technical issues with minimal assistance. The incumbent works in a team environment and provides or requests teammate assistance as necessary. This position contributes technical analysis skills and occasionally leads desktop integration projects.

Key Responsibilities:

  • Provide quality desk-side and remote support to end users
  • Resolve desktop issues with various operating systems (Windows, Mac) in a platform agnostic IT environment
  • Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers and computer peripherals
  • Provide systems/network troubleshooting and support to include diagnosing, fixing, maintaining and upgrading hardware and software as well as desktop applications
  • Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
  • Support a virtualized infrastructure environment
  • Provide technical support and training to end-users
  • Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
  • Proactively follow up on IT service requests/IT problem tickets until customer confirms resolution
  • Support, resolve, monitor, and troubleshoot hardware and software problems
  • Work with a team to automate management tasks, streamline processes, and perform standard admin functions
  • Research, test and implement desktop technologies and software to meet customer needs
  • Technician must maintain professionalism, good attitude and appropriate behavior with all personnel, clients and vendors
  • Technician will provide customer training and support high level technical problems
  • Assist, encourage, and serve as a backup to other team members

Minimum Qualifications:

  • High School diploma or GED
  • 5 years as an Infrastructure and Operation Desktop Technician
  • Ability to troubleshoot and resolve technical problems which includes Laptops, mobile devices, telecommunication, Office 365, Microsoft Window 710, Citrix, AWS, VDI, networking
  • Demonstrated experience administering Active Directory
  • Knowledge of Macintosh and/or PC hardware, software, operating systems, configuration
  • Knowledge of Android and iOS mobile operating systems
  • Experience with Zoom video conferencing
  • Experience with Service Now
  • Time management
  • Promote customer satisfaction and ensure problem resolution

Preferred Qualifications:

  • Bachelor’s degree preferred
  • Minimum Certification: CompTIA A+
  • MCSE or MCSA preferred
  • ITIL Foundation preferred