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Desktop Support Technician

2 weeks ago

Jersey City, New Jersey, United States NavitsPartners Full time
Job Title: Desktop Support Technician

Location: New York, NY

Duration: 6 Months

Employment Type: Contract

Position Overview

The Desktop Support Technician serves as front-line, Level 1 IT support for a large enterprise environment consisting of multiple facilities and corporate offices. This role provides technical support, customer service, and issue resolution across desktops, laptops, mobile devices, networks, and applications while meeting established service level agreements (SLAs).

Key Responsibilities
Mobile & Telecom Support
  • Procure and manage mobile devices (iPhone, iPad, Android/Samsung)
  • Perform monthly invoice analysis, validation, and payment approvals for landline, long distance, data, and wireless services
  • Conduct bi-monthly mobile device audits to identify cost-saving opportunities and catalog updates
  • Track and resolve billing discrepancies with carriers and escalate issues as needed
  • Manage mobile device inventory, recycling, and lifecycle programs
  • Maintain accurate asset and inventory records (make, model, serial number, PO, location, device name)
IT Support & Service Desk Operations
  • Provide Level 1 and Level 1.5 technical support via phone, email, and ticketing systems
  • Monitor service desk queues and provide real-time support coverage

  • Resolve incidents and service requests related to:

  • Password resets

  • Microsoft Office
  • Windows OS
  • Desktop/laptop hardware
  • Printers and mobile devices
  • Escalate issues according to SLA and established procedures
  • Serve as a single point of contact for end users
  • Deliver a positive customer experience and meet/exceed service expectations
Hardware & Software Support
  • Install, configure, image, and deploy desktops, laptops, printers, and mobile devices
  • Troubleshoot hardware, operating systems, networks, and applications
  • Support Windows 7 and Windows 10 environments
  • Support Microsoft Operating Systems and Office Suite
  • Provide remote support using tools such as RDP and WebEx
Process & Documentation
  • Document incidents and resolutions accurately in the ServiceNow ticketing system
  • Track ticket progress and ensure timely closure
  • Participate in continuous process improvement initiatives
  • Support special projects and departmental initiatives as assigned
Additional Duties
  • Participate in budgeting, cost studies, and operational reviews
  • Assist with inventory validation and par-level maintenance
  • Track product quality and report defects
  • Ensure departmental milestones and goals are met
  • Work independently and collaboratively in a fast-paced environment
  • Support multiple locations and variable shifts as required
Required Qualifications
  • Strong customer service orientation
  • Excellent problem-solving and communication skills
  • Experience troubleshooting hardware, software, and network issues
  • Experience managing IT inventory, assets, and deployed software
  • Prior experience using ServiceNow or similar ticketing systems
  • Ability to diagnose and resolve non-routine technical issues
  • Ability to lift and install equipment up to 50 lbs
Preferred Skills
  • Experience with wireless network technologies
  • Experience supporting Android, iOS, and PDA devices
  • Knowledge of ITIL processes (ITIL Certification is a plus)
  • Ability to manage multiple projects simultaneously
  • Experience working in large enterprise environments
Education & Experience
  • Bachelor's Degree in a relevant field from an accredited institution

    OR
  • Master's Degree in Management, Business Administration, Public Administration, Accounting, or related field

    OR
  • A satisfactory combination of education, training, and experience

Experience Requirement:

  • Minimum 1 year of experience supporting systems, applications, or IT operations in a business, government, healthcare, education, or non-profit environment