Job description
What will you do?
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- Windows 10 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- Maintain repairs, spare parts, and components
- Research and troubleshoot problems
- Maintain system configurations and documentation
- Track and resolve customer incidents and requests through the client's ticketing tool
- Troubleshoot and resolve hardware and software issues for Windows devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- Printer and peripheral device support
- Inventory management of IT assets including asset auditing
- Ability to research and follow appropriate KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned
Job Requirements:
- Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
- Able to uphold a positive attitude at all times, even under stressful conditions
- Experience supporting remote facilities and users
- Excellent verbal and written communication skills
- High level of professionalism and strong personal interaction skills
- Ability to perform in-depth research and troubleshooting for complex technical issues
- Ability to prioritize and complete all work tasks with minimal supervision
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- High School Diploma (required)
- Deskside / Desktop / End User Computer experience, ideally in a corporate environment
- Proven ability to handle challenging, rapid-response user support
- Proven ability to balance, prioritize and organize multiple tasks
- Required travel to other offices within NYC area and including Downtown Jersey City.
Desired Characteristics
- A+ Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundations
- Lean Six Sigma
Essential Duties
- Provide technical assistance to customers via phone, email, and chat.
- Provide troubleshooting and resolution to customers on desktop computers, printers, network equipment, and software issues.
- Communicate with customers on the status of their issues and provide solutions.
- Work closely with the IT team to resolve customer issues.
- Communicate with the Operations Manager regarding issues that may impact the business.
- Communicate with the Operations Manager regarding any new products or services that may affect the business.
- Maintain records of all customer interactions, tickets, and incidents in the incident tracking system (ICDS).
- Other duties as assigned by management or supervisor.
Experience Requirements
- Minimum of 2-3 years of related desktop support experience required.
- Minimum of 1-2 years of experience in a customer service environment required.
- Must be able to work independently with little supervision.
- Must be able to communicate effectively with customers and co-workers in a professional manner.
- Must be able to work in a fast-paced environment and multitask effectively throughout the day.
- Must have excellent customer service skills and phone etiquette.
Job Types: Full-time, Contract
Pay: $27.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
- Paid time off
Schedule:
Experience:
- Customer support: 3 years (Preferred)
- iOS: 3 years (Preferred)
- Windows: 3 years (Preferred)
Ability to Commute:
- San Francisco, CA (Required)
Ability to Relocate:
- San Francisco, CA: Relocate before starting work (Required)
Work Location: In person