Desktop Support Technician

GDT - General Datatech; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

GDT - General Datatech is seeking an IT Desktop Support professional to join the onsite NYC team. You will troubleshoot hardware, software, and network issues, provide end-user support at the Tech Bar, and assist with project work and upgrades.

The role requires strong communication skills, reliability, and the ability to work under pressure. Some weekend/on-call coverage is required to support business needs.

Qualifications

• 3+ years of experience in an end-user support role.
• Microsoft Active Directory (User, group, and computer management) and Windows desktop OS support.
• Excellent verbal and written communication skills.
• Experience with ServiceNow and SCCM.

Responsibilities

• Monitor ServiceNow ticket queues to ensure calls are updated and assigned until resolution.
• Provide onsite support in NYC and support remote users.
• Perform hardware, workstation, and printer repairs.
• Provide support at the Tech Bar for End User Walk ups.
• Participate in On Call rotation including weekends and late nights.
• Coordinate/escalate with outside vendors and other Support Groups.
• Maintain clean work area; test new equipment and build workstations.
• Update hardware/software inventories.
• Support BCP activities and video conference setup.

Skills

End-user support

Communication

Time management

Teamwork

Education

Certification / Education

Tools

ServiceNow

SCCM

Windows 10/11

Active Directory

Office 365

PowerShell

Job description

The Desktop Team is responsible for providing high-end quality IT Support and customer service to internal colleagues. The successful candidate will join a team based onsite in NYC.

The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical, and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.

The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company.

Tasks

• Monitors open Service Now ticket queues to ensure that all calls are updated and/or assigned until resolution.
• Part of Team providing onsite support in NYC as well as supporting remote users
• Performs all aspects of hardware, workstation, and printer repairs.
• Provide support at the Tech Bar for End User Walk ups.
• Part of On Call rotation including occasional weekends and late nights to support upgrades, changes, Project Work etc.
• Coordinates and/or escalates with outside vendors and other Support Groups
• Maintains a clean working area to fix existing equipment as well as testing new equipment.
• Prepare and Build workstations. Installs and configures appropriate software and drivers to be ensure proper workstation build before implementation.
• Updates the hardware and software inventories as appropriate.
• Supplement Helpdesk Support as required.
• Support BCP Activity including two annual Business Tests
• Support Video Conference Equipment & Meeting setups
• Provide coverage at other locations as required.

Experience / Technologies

• ServiceNow
• Asset Management
• SCCM
• Windows 10 / 11 Support
• Apple iPhone/iPad
• Automation / Scripting - PowerShell
• Previous Banking / Trading Type experience Beneficial

Qualifications and Skills

• 3+ years of experience in an end-user support role.
• Relevant Certification / Education that demonstrates understanding of core concepts.
• Microsoft Active Directory (User, group, and computer management)
• Microsoft Windows Desktop Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams/ One Drive
• Microsoft SCCM
• Excellent verbal and written communication skills.
• Able to follow directions, priorities, and guidance from management.
• Ability to multi-task and work on several projects at the same time.
• Strong ability to deliver on time.
• Ability to document process, requirements, and create test plans.
• Strong ability to translate business requirements into technical solutions.