Hands-on work experience with the following:
• Windows 7/10
• Windows Servers
• Apple IOS and OS
• Apple iPhone. Mac and enterprise solutions
• MS Office 2013
• MS Outlook/Exchange
• Dell, Lenovo, HP laptops & desktops
• Mobile devices (iOS, Android phones and tablets)
• Mobile Device Management (Mobile Iron)
• Cloud Applications (Box, Concur, Azure)
• Cisco IP phone systems (7960 series)
• Cisco Webex & Jabber
• Networked Printers
• Cisco/Tandberg Video Conferencing Systems
• Remote desktop connectivity applications: RDP, pcAnywhere, logmein.
• Imaging utilities.
• Internet browsers (e.g. Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• Ability to diagnose and troubleshoot technical issues
• Incident Management System (Serena, Heat, CA etc…)
Core Responsibilities
• Provide hardware / software / network problem diagnosis & resolution via telephone or in person for end users.
• Use the H&S designated Incident Management System to document and manage problems, work requests and their respective resolutions and circumventions.
• Use acquired skill and experience to fix technical issues as well as providing customers with proper communication, feedback and assurance.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Create documentation and training on new hardware, software, workflows and procedures.
• Work on assigned projects ranging from software and hardware deployments, office moves, upgrades, etc. Work entire projects through all phases of development to project completion.
• Work with vendors on potential software and hardware solutions. Provide vendor management during third party projects, deployments and break-fixes.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Training: Be willing to participate in on the job and other training designed to enhance skills and support capabilities.
• Inventory Management: ability to manage a small inventory of replacement pcs, mobile phones and repair components to proactively accommodate end user issues. Ability to properly determine the correct hardware and software for users.
• Ability and willingness to work flexible hours from time to time in 24x7 environments.
• Focused on meeting or exceeding current SLA’s including customer satisfaction.
• Keep up-to-date on new technologies and end customer technologies.
Education
College degree, or equivalent experience preferred.
Experience
Minimum 3 - 5 years’ experience in help desk support. Strong preference for experience providing hands on technical support in a high profile multi-location professional services firm such as executive search, financial services, law firms etc…
All your information will be kept confidential according to EEO guidelines.
Job details are sourced from the employer's original posting.
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