Technical Support Specialist

3 weeks ago

Fishkill, New York, United States Tekfortune Inc Full time

Company Overview:
Tekfortune Inc is a dynamic consulting firm specializing in permanent, contract, and project-based staffing solutions for leading organizations across various industries. In today's rapidly evolving economic environment, remote work and virtual recruiting are essential for the future workforce. Our staffing professionals are dedicated to assisting you in finding the ideal job that matches your skills and aspirations.

Position: Desktop Support Engineer
Location: Onsite - East Fishkill, NY

Role Summary:
The successful candidate will have the opportunity to:

  • Adhere to established Service Desk protocols.
  • Deliver exceptional customer support to users via phone, in-person, and ticketing systems.
  • Document all interactions, track and route issues, and provide detailed resolutions.
  • Oversee all open tickets to ensure timely closure and resolution.
  • Identify and escalate urgent issues requiring immediate attention.
  • Forward tier 2 and 3 concerns to the appropriate teams.
  • Install, configure, maintain, upgrade, and troubleshoot a variety of hardware and software utilized within the organization.
  • Conduct research using available information resources to address inquiries.
  • Guide users on appropriate actions to take.
  • Collect metrics on daily, weekly, and monthly requests and tasks.
  • Replace systems including laptops, desktops, and mobile devices.
  • Procure new systems and accessories, logging data into the asset inventory system while managing local IT equipment inventory.
  • Image new systems using automated technologies and ensure they are updated with necessary drivers and patches.
  • Deploy and maintain the smartphone fleet.
  • Manage loaner devices effectively.
  • Assist off-site contractors with hardware maintenance.
  • Travel between sites to provide necessary support as required.
  • Install, configure, and support software, including Data Center operations support and assistance with company integrations.

Qualifications:

  • Minimum of a Bachelor’s Degree in a technical field such as engineering or computer science, or 2+ years of experience in Help Desk or Desk Side Support roles with a high school diploma.
  • Experience with Cleanroom protocols and procedures is preferred.

Technical Skills:

  • Proficient in IT infrastructure support, including DSS, multiple workstation operating systems (Windows, Mac), multiple mobile operating systems (Android, iOS), networking, and printing services.
  • Familiarity with technologies such as Active Directory, Group Policies, SCCM, IIS, scripting, server hardware, and Systems Administration/System Engineering Microsoft certification is advantageous.
  • Knowledge of various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.

Soft Skills:

  • Strong listening, verbal communication, customer service, problem-solving, and teamwork skills.
  • Ability to communicate effectively with both business and technical audiences at various levels.

Communication Skills:
Excellent communication and customer-related skills are essential for this role.

For more information on other available positions, please visit our website.

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