Description

Desktop Support Engineer / IT Support Analyst in Manhattan, New York. You will join a 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 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, printers, and mobile devices.

• 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 work 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 support tickets.
• 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 account(s) 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 Suite, and 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.