Desktop Support Engineer

Information Technology New York, New York


Description

Position at Everyday Health

You will join an IT Support department of 3 others to provide telephone, email and face-to-face desk-side support.

The environment is largely Microsoft with a healthy number of Mac OS X. Therefore, incorporate Active Directory and Windows 7/10 and OS X administration such as setting up new users, deleting users and resetting passwords. From a hardware perspective, the role will involve the implementation and trouble-shooting of desktops, laptops, printersm, and mobiles.

  • Must represent company in a professional and enthusiastic manner; by providing excellent customer support, always supporting the company’s mission statement and core values.
  • Configures computers for users, following established guidelines.
  • Appropriately logs all ticket activity in the ticketing system, according to established guidelines.
  • Documents Knowledge Articles, according to established guidelines.
  • Resolves and completes all assigned tickets in an efficient and accurate manner.
  • Complies with all established IT support SLAs and ticket response guidelines.
  • Provides and presents accurate, timely, and professional resolution on all supported issues.
  • Escalates tickets per department procedures.
  • Handles IT hardware and software assignments accurately in accordance to established policies and procedures.
  • Provides first-level support for user accounts issues.

Skills & Knowledge:

  • Excellent level of oral and written communication skills in English, as well as interpersonal skills.
  • Ability to read and understand written technical specifications for hardware and software products, as related to IT Help Desk support needs.
  • Software skills, including: Windows OS, Microsoft Office, Microsoft Office Suite, Active Directory user account management.
  • Excellent organizational skills and the ability to be flexible, prioritize work, and follow through in order to meet tight deadlines in a fast-paced environment.
  • Excellent technical skills, including: virus and malware removal, demonstrated knowledge of networking, ability to image computers, configure email on mobile devices, connect and support audio-video equipment in conference rooms, end-user desk phone setup and troubleshooting.
  • Excellent analytic skills, attention to detail, and ability to work within time constraints.
  • Excellent customer typing, service skills, time management, and conflict resolution.
  • Ability to independently evaluate and resolve computer and user problems, including compatibility conflicts and application operations.
  • Ability to lift or move goods up to 35 lbs. a distance of several feet.
  • Ability to support a wide range of hardware, networks, applications and servers at a Level 2 knowledge base.
  • Excellent listening and ability to retain critical information and communicate complex ideas clearly.
  • Basic computer networking skills (IP Address, DNS, etc).
  • Mobile device support such as iOS and Android.

Nice to haves:

  • Experience with G Suite, Google apps, or other cloud productivity suites.
  • Basic/Entry experience with desktop phones and phone PBX systems.

Qualifications:

  • One to two years of experience providing Level 1-2 help desk support.
  • College/technical degree or equivalent experience.

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