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IT Support Technician

2 months 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 capabilities. This role is essential for providing top-notch technical assistance to our clients.

Work Environment

This position requires onsite presence five days a week and is structured as a contract role.

Key Responsibilities

  • Client Assistance
  • Deliver direct support to clients facing technical challenges.
  • Diagnose and resolve issues related to desktops, laptops, software applications, and peripheral devices.
  • Utilize the service desk ticketing system to document and monitor issues.
  • Issue Dispatch and Escalation
  • Route unresolved technical problems to the appropriate teams.
  • Prioritize and escalate urgent issues requiring immediate intervention.
  • Ensure follow-up on escalated matters to confirm timely resolution.
  • Device Provisioning
  • Set up desktops and laptops for new and existing staff members.
  • Install and configure necessary software and hardware components.
  • Conduct routine maintenance and updates on IT equipment.
  • Onboarding and Offboarding Management
  • Oversee the IT onboarding process for new employees, including account creation and access permissions.
  • Facilitate offboarding for departing personnel, ensuring secure access removal and retrieval of company property.
  • 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.

Qualifications

  • Technical Expertise
  • Proficient in troubleshooting 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 explaining technical concepts to non-technical users.
  • Strong customer service focus and adept problem-solving skills.
  • Ability to work collaboratively within a team and independently.
  • Organizational Skills
  • Meticulous attention to detail with the ability to juggle multiple tasks.
  • Effective time management and follow-up skills to ensure prompt 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 desirable but not mandatory.