Help Desk Support No Subs No Sponsorship-Contract to Hire W-2

3 weeks ago

Paramus, United States United Global Technologies Full time
Job DescriptionJob Description

No sponsorship NO SUBS Contract to hire w-2

Provide support and complex problem resolution to Client. 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.
●      Ensure compliance to Corporate IT standards and policies.

1.     Responsible for all walk-up advance support at site area locations

2.     Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity. Working with 3rd party vendors as necessary.

3.     Responsible for all equipment setups re-images & software installs

4.     Implementing software and hardware updates and upgrades in compliance with the Client Network Operations Center guidelines

5.     Organize and prioritize a regularly changing workload with minimal supervision.

6.     Assist in the development and maintenance of Support Center documentation as needed in Confluence

7.     Report any support trends to the IT Operations Manager and Team Lead

8.     Process all ServiceNow tickets within established SLA’s.

9.     Research and testing of new technology

10.  Travel to regional locations for support as needed

11.  Supervise the Tier 1 Deskside Support Analyst tasks

12.  Provide Tier 2 level support to the Deskside Analyst and users from the office

13.  Work with other Deskside staff across all Client entities on different IT projects

14.  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 Client technical staff.

15.  Resolve complex end-user problems using documented procedures and available tools.

16.  Escalate IT issues and assist with 2nd and 3rd level support, often providing the “eyes and hands”.

17.  Ensures customer satisfaction by responding to all calls and emails and by providing timely updates to the customer regarding the status of problem resolution

18.  Builds strong relationships and becomes a trusted solution provider through diligence and technical support excellence.

19.  Understands and provides superlative customer service; maintains and conveys a positive attitude.

20.  Provides on-site support for new installations, demobilizations, changes, moves, and repairs.

21.  Responsible for new computer imaging and end user setup

22.  Installing networking and server equipment when necessary

23.  Setting up and configuring new printers when necessary

 

·       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.

·       Detailed, hands-on knowledge of computer hardware, applications, and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.

·       Strong customer service and interpersonal skills.

·       Strong verbal and written communication skills and interact effectively at all levels within the organization.

·       Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.

·       Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.

·       Ability to coordinate operations activities in accordance with other information technology functions.

·       Works well under stress and time pressures to meet deadlines.

·       Self-motivated and ability to work with minimal direct supervision.

·       Accuracy and attention to detail.

·       Ability to work until the job is complete (maybe beyond traditional working hours including weekends).  Must be able to work occasional evenings and/or weekends for cutovers.

·       Familiarity with water/wastewater treatment is a plus.

 

Contract to Hire

Will be in the office to start with the possibility of hybrid after they prove themself but would only be a day or 2 from home at the most

Company Description2017 – Based on our past performance with the Department of Energy (DOE), UGT was selected into the Mentor Protégé program to support Stanford National Accelerator Laboratory (SLAC) in California.
2013-2015 – UGT secured 400% growth over this 3-year period.
2012-2017 – Inc. Magazine has named UGT to its 500/5000 list of top IT service companies in the US for six straight years.
2018 – UGT has been honored as a Proven Performer in the ZeroChaos Performance Excellence Program.Company Description2017 – Based on our past performance with the Department of Energy (DOE), UGT was selected into the Mentor Protégé program to support Stanford National Accelerator Laboratory (SLAC) in California.\r
2013-2015 – UGT secured 400% growth over this 3-year period.\r
2012-2017 – Inc. Magazine has named UGT to its 500/5000 list of top IT service companies in the US for six straight years.\r
2018 – UGT has been honored as a Proven Performer in the ZeroChaos Performance Excellence Program.

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