Job Description

Job Title: IT Desktop Support Technician (Level 2)

Location: New York, NY- 10019

Duration: 6+ months with possible extension

Summary: Seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will have a strong background in providing hardware and software support for both MAC and PC environments, experience with SCCM, JAMF, Office365, and Adobe applications, and familiarity with asset inventory management. Additionally, the candidate should have experience supporting AI integrations with office products. This position reports to the US Service Desk Associate Director.

Key Responsibilities:

• Customer Focus: Deliver exceptional customer satisfaction by actively listening to users, diagnosing issues, and providing timely resolutions. Escalate complex issues when necessary.
• Issue Management: Evaluate and manage various end-user situations, ensuring that issues are resolved effectively and promptly. Escalate to the manager as needed.
• Teamwork & Collaboration: Collaborate with other HTS teams to ensure smooth operations, share knowledge, and assist with issue resolution, driving overall customer satisfaction.
• Technical Support: Provide comprehensive desktop support to both MAC and PC users, resolving hardware, software, and networking issues quickly.
• Office365 Support: Troubleshoot and resolve issues with Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Adobe Suite Support: Address installation, authentication, and access issues with Adobe Creative Cloud applications.
• Software Deployment: Use SCCM and JAMF for software deployment, ensuring smooth and consistent application installations and updates across the organization.
• Inventory Management: Maintain accurate records of hardware and software assets using tools like JAMF, SCCM, PowerBI, and the corporate ITAM tool.
• AI Support: Assist with AI tool integrations with office products, ensuring seamless operation and user productivity.
• Documentation: Maintain clear and up-to-date documentation on procedures, troubleshooting steps, and system configurations.
• SLA Achievement: Meet monthly Service Level Agreement (SLA) targets for Incident Resolution (93%) and Service Request Tasks (84%) throughout the year.
• Email Support: Configure and troubleshoot email clients like Microsoft Outlook, and assist with mobile device configurations (Android, iOS) for all users.
• IT Project Leadership: Lead and supervise IT projects assigned by the Regional Manager, ensuring timely completion.
• Security and Protection: Ensure appropriate anti-virus and malware protection for all devices and troubleshoot related issues.
• Network and Hardware Troubleshooting: Identify and resolve software application, network, and hardware malfunctions promptly.

Qualifications:

• Experience: Minimum of 5+ years in desktop support or a similar IT role.
• Education: A degree in Information Technology, Computer Science, or a related field.
• Certifications: Relevant certifications (e.g., Microsoft, Apple, CompTIA A+) are a plus.
• Technical Skills:
  • Strong knowledge of MAC/PC OS troubleshooting.
  • Proficiency in supporting Office365, SCCM, JAMF, and Adobe Creative Cloud applications.
  • Familiarity with ServiceNow or other comparable ticketing systems and asset management tools.
• AI Integration: Experience in supporting AI tools integrated with office products.
• Inventory Management: Familiarity with asset tracking and inventory management processes using tools like JAMF, SCCM, and PowerBI.
• Problem-solving: Strong analytical and troubleshooting skills, with a systematic approach to problem resolution.
• Communication: Excellent verbal and written communication skills, capable of explaining technical issues to non-technical users.
• Customer Service: A customer-centric approach with the ability to respond to user needs and deliver high-quality support.
• Organizational Skills: Ability to multitask, prioritize effectively, and manage time in a fast-paced environment.

Working Conditions:

• Environment: Primarily office-based with occasional remote support.
• Schedule: Full-time with potential for after-hours support, as needed.
• Equipment: Company-provided tools and equipment necessary for the role.

Suppose you are an IT professional passionate about providing high-quality desktop support and enhancing user productivity through effective technical solutions. In that case, we encourage you to apply for this exciting opportunity. Join us in delivering exceptional IT support and contributing to the success of our organization.

Competencies:

• Team Collaboration: Ability to work effectively, fostering a positive and collaborative workplace culture.
• Technical Proficiency: High proficiency with various software and hardware technologies, eager to learn and adapt to new technologies.
• Adaptability: Flexibility in adjusting to changing priorities, with the ability to manage multiple tasks effectively in a fast-paced environment.
• Customer Focus: Strong customer service skills, ensuring responsive and personalized support.
• Goal-oriented: Proven track record of achieving performance goals, focused on continuous improvement and operational excellence.

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