Desktop Support Analyst/Consultant
3 weeks ago
Desktop Support Analyst/Consultant, 22 per hour, 8 month assignment, ON SITE 5 Days, Mahwah
US CITIZEN OR GREEN CARD HOLDER
ON SITE 5 DAYS A WEEK
NO C2C, NO CORP TO CORP
STRONG COMMUNICATION SKILLS
● Provide support and complex problem resolution to North America (and related companies) All Segment clients for computer systems, communications devices, mobile devices, network connections, software applications. These clients are geographically distributed throughout the United States and Canada.
Responsible for all walk-up advance support at site area locations
Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.
Responsible for all equipment setups re-images & software installs
Implementing software and hardware updates and upgrades in compliance with the Network Operations Center guidelines
Organize and prioritize a regularly changing workload with minimal supervision.
Assist in the development and maintenance of Support Center documentation as needed in Confluence
Report any support trends to the IT Operations Manager and Team Lead
Process all ServiceNow tickets within established SLA’s.
Research and testing of new technology
Travel to regional locations for support as needed
Supervise the Tier 1 Deskside Support Analyst tasks
Provide Tier 2 level support to the Deskside Analyst and users from the office
Work with other Deskside staff across all entities on different IT projects
Logs all customer questions, requests, and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior technical staff.
Resolves complex end-user problems using documented procedures and available tools.
Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.
Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution
Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.
Understands and provides superlative customer service; maintains and conveys a positive attitude.
Provides on-site support for new installations, demobilizations, changes, moves, and repairs.
Responsible for new computer imaging and end user setup
Installing networking and server equipment when necessary
Setting up and configuring new printers when necessary
.
QUALIFICATIONS
List the minimum requirements to be considered for this position.
Education / Experience / Background
AA Degree or technical school certificate in an IT-related field preferred.
Four or more years of experience in IT support.
Highly proficient in common computer applications and operating systems especially MS Windows 10, MS Office, and Google Workspace.
Experience installing, maintaining, and troubleshooting computer and communications hardware.
Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
Experience supporting smart phones, tablets, wireless technologies, networks and operating systems.
Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
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