IT Support Technician

1 week ago

New York, New York, United States JCW Full time

Position Overview

JCW is seeking a dedicated IT Support Technician to enhance our service desk operations. This role is essential for providing technical assistance to our clients and ensuring seamless IT support.

Work Environment

This position requires an onsite presence five days a week, on a contractual basis.

Key Responsibilities

  • Client Assistance
  • Offer direct support to clients facing technical challenges.
  • Diagnose and resolve issues related to computers, software applications, and peripheral devices.
  • Document and monitor issues through the service desk ticketing system.
  • Issue Dispatch and Escalation
  • Forward unresolved issues to the relevant technical teams.
  • Prioritize and escalate urgent issues requiring immediate resolution.
  • Ensure follow-up on escalated matters to guarantee prompt resolution.
  • Equipment Provisioning
  • Set up and provision computers for new and existing staff members.
  • Install and configure necessary software and hardware components.
  • Conduct routine maintenance and updates on IT assets.
  • Onboarding and Offboarding Management
  • Oversee the IT onboarding process for new employees, including account setup and access permissions.
  • Manage offboarding procedures for departing staff, ensuring secure access removal and retrieval of company property.
  • Documentation and Reporting
  • Maintain comprehensive records of technical issues and their resolutions.
  • Prepare reports on service desk performance and activities.
  • Contribute to the creation and upkeep of knowledge base articles.

Qualifications

  • Technical Proficiency
  • Strong troubleshooting skills for hardware and software issues.
  • Experience in setting up and provisioning computers.
  • Familiarity with IT service management tools and ticketing systems.
  • Interpersonal Skills
  • Exceptional communication skills, capable of conveying technical information to non-technical users.
  • Customer service-oriented with strong problem-solving capabilities.
  • Ability to work collaboratively in a team environment as well as independently.
  • Organizational Skills
  • Meticulous attention to detail with the ability to juggle multiple tasks effectively.
  • Strong time management skills to ensure timely issue resolution.
  • Experience and Education
  • Prior experience in a service desk or IT support role is preferred.
  • Relevant certifications (e.g., CompTIA A+, ITIL) are advantageous.
  • A degree in Information Technology, Computer Science, or a related discipline is preferred but not mandatory.

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