#ILNY0111 - IT DESKTOP SUPPORT - Need locals to NY

Fahrenheit IT; New York (NY); On-site; USD 52,000 - 75,000; Full time

Job summary

Fahrenheit IT is seeking an IT Desktop Support specialist to provide hands-on hardware, software and network troubleshooting for local NY users. You will document issues, manage requests in the incident system, and communicate clearly with customers.

The role requires 3–5 years of help desk support experience and the ability to work across devices and platforms. Candidate will collaborate with peers on deployments, upgrades and vendor coordination, with potential for flexible hours in a 24x7

Qualifications

• Minimum 3–5 years’ experience in help desk support.
• Experience providing hands-on technical support in a multi-location professional services environment preferred.

Responsibilities

• Provide hardware/software/network issue diagnosis & resolution via telephone or in person for end users.
• Document and manage problems using the designated Incident Management System.
• Communicate effectively with customers and peers, offering clear status updates and resolutions.
• Collaborate with helpdesk team to implement operational procedures and training.
• Create documentation and training on new hardware, software, workflows.

Education

College degree or equivalent experience

Tools

Windows 7/10

Windows Servers

Apple iOS/os

iPhone/Mac enterprise

MS Office 2013

MS Outlook/Exchange

Laptops & desktops (Dell/Lenovo/HP)

Mobile devices (iOS/Android)

MobileIron MDM

Box/Concur/Azure (cloud apps)

Cisco IP phone systems (7960)

Cisco Webex/Jabber

Networked printers

Video conferencing (Cisco/Tandberg)

Remote desktop tools (RDP, pcAnywhere, logmein)

Imaging utilities

Web browsers (Explorer/Chrome/Firefox)

VPN/remote dial-in

Incident Management Systems (Serena/Heat/CA)

Job description

#ILNY0111 - IT DESKTOP SUPPORT - Need locals to NY

• Full-time

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.