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IT Support Technician

2 months ago

New York, New York, United States JCW Full time

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

Position Overview:

This position involves direct client interaction and requires a hands-on approach to resolving technical challenges. The IT Support Technician will be responsible for addressing daily technical inquiries, escalating unresolved matters to specialized teams, and ensuring that all issues are followed up for prompt resolution.

Key Responsibilities:

  • Client Assistance
  • Deliver direct support to clients facing technical difficulties.
  • Diagnose and rectify issues related to computers, software applications, and peripheral devices.
  • Utilize the service desk ticketing system to document and monitor issues.
  • Issue Dispatch and Escalation
  • Forward unresolved issues to the appropriate technical teams.
  • Prioritize and escalate critical issues requiring immediate intervention.
  • Ensure timely follow-up on escalated issues to facilitate resolution.
  • Equipment Provisioning
  • Set up and provision computers for new and existing employees.
  • 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 hires, including account setup and access permissions.
  • Manage offboarding procedures for departing employees, ensuring secure access removal and asset retrieval.
  • Documentation and Reporting
  • Maintain comprehensive records of technical issues and their resolutions.
  • Generate reports detailing service desk activities and performance metrics.
  • Contribute to the creation and upkeep of knowledge base articles.

Required Skills and Qualifications:

  • Technical Proficiency
  • Strong ability to troubleshoot and resolve hardware and software issues.
  • Experience in provisioning and configuring desktops and laptops.
  • 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 within a team and independently.
  • Organizational Skills
  • Meticulous attention to detail with the ability to juggle multiple tasks effectively.
  • Strong time management skills to ensure prompt issue resolution.
  • Experience and Education
  • Prior experience in a service desk or IT support role is advantageous.
  • Relevant certifications (e.g., CompTIA A+, ITIL) are beneficial.
  • A degree in Information Technology, Computer Science, or a related field is preferred but not mandatory.