IS Support Technician

4 weeks ago

New York, United States Velocity Search Group Inc Full time
Our client, a professional services company located in Battery Park, NY is seeking an IT Support Technician. The IS Support Technician provides second level support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for supported technologies; ensuring service levels are met or exceeded. This is a full time position. Interested candidates should send their resumes to Daniel@velocitysgi.com .

RESPONSIBILITIES
  • Provide support for all Firm related mobile and desktop hardware and software.
  • Track all incidents and service requests in Help Desk ITSM system.
  • Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken.
  • Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer.
  • Use of the tools and knowledge available to effectively troubleshoot and resolve issues.
  • Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams.
  • Adhere to all Firm defined operation level agreements, procedures and policies.
  • Contribute to Help Desk ITSM Knowledgebase.
  • Facilitate project related tasks to completion.
  • This role will be part of the team responsible for quality control related testing of desktop and mobile environments.
  • Actively engage in testing software and hardware updates, patches, and new applications etc to ensure that stable, useable high quality product is delivered to the end user.
  • Document and report testing results in accordance with the Department procedures.
  • Develop and maintain expert knowledge in the Firm supported end user applications and hardware.
  • Develop and maintain superior customer service and incident management skills.
  • Assume additional responsibilities as requested.
  • Position Specific Skills and Requirements:
  • Understanding of desktop hardware and peripherals, (PCs, laptops, printers, scanners, smartphones and tablets).
  • Working knowledge of computer technologies and software including but not limited to: Windows, Apple iOS, Microsoft Office, Adobe Acrobat, Wireless Networking.
  • Preference will be given to candidates with any related IT certifications.

REQUIREMENTS
  • Bachelor's degree with a strong academic record in technology related field or 1 - 2 years of experience in an Information Systems (IS) Help Desk Technician role.
  • Attributes expected of all candidates include: a desire to learn and grow, responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one's work, and
  • Interpersonal skills necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the Firm and our clients.
  • Ability to meet deadlines and effectively complete operational and project based assignments.
  • Ability to communicate effectively, in person and in writing, with Firm personnel at all levels and outside parties as necessary.
  • Ability to work independently.
Compensation: 62,500

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