IT Field Services Support

Alvarez & Marsal; City of Rochester (NY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Healthcare plans

401(k) retirement savings

Paid time off

Discretionary bonus

Job summary

Alvarez & Marsal (A&M) in New York is seeking an IT Field Services Support Specialist to provide front-line support via walk-up, email, and remote tools for US and international users. You will diagnose, resolve, and escalate issues, document solutions, and contribute to the internal knowledge base.

The role requires strong customer service, 3-5 years of help desk experience, and solid Office 365/AD knowledge. Weekend and after-hours support may be needed.

Qualifications

• College background in the technology field preferred.
• 3-5 years of support role experience in help desk or tech support.
• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint).
• Proven customer service skills and ability to manage time-sensitive situations.
• Experience with Windows and MacOS environments.

Responsibilities

• Provide diagnosis, resolution, or escalation for IT issues via walk-up, email, or remote tools.
• Analyze, diagnose, document, resolve and escalate reported issues and outages.
• Configure, install, and troubleshoot laptops, mobile devices, printers.
• Support global users including primary office location and remote users.
• Maintain internal knowledge base with resolutions.

Skills

Office 365

Windows 11

Active Directory

LAN/WAN

VPN technology

ITIL basics

Customer service

Hardware troubleshooting

Phone support

MacOS

Education

College degree in computer science or related field

Tools

ServiceNow

Jamf

SCCM

Intune

AnyConnect VPN

SharePoint

Cisco Call Manager

Job description

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action- and results-oriented professionals. We take a hands-on approach to solving our clients' problems and helping them reach their potential. A&M is different by design: we give people ownership and impact from day one, fuel development through real opportunity, and provide direct access to leaders who invest in our growth. Our culture celebrates independent thinkers and doers who positively impact clients and shape our industry. Guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity, our collaborative, globally minded environment is why our people love working at A&M.

The Team

The position of IT Field Services Support Specialist will be based in the New York office and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and team work. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriate and manage their own workload.

How you will contribute

• Facilitating walk-up desk service and utilizing incident knowledge base platform (Service Now)

• Analyze, diagnose, document, resolve and escalate reported issues and outages

• Assist other depts within IT; engineering/operation with infrastructure applications/hardware

• Configure, install, and troubleshoot laptops/mobile devices/printers

• Respond to all user support inquiries globally including primary office location

Support and troubleshooting include supporting: MS Office 2016 - O365 suites, Commvault, (Cisco Products: AnyConnect VPN, Call Manager CUCM), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Intune Remote (remote support), Intune (device management), Autopilot (imaging/deployment), SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, network printer support.

Qualifications

• College background in the technology field preferred

• 3-5 years of support role experience in help desk environment or tech support services (preferable)

• Solid understanding of Office 365 (Outlook, Word, Excel, PowerPoint, etc.)

• Proven background with customer service and able to handle stressful/time-sensitive situations

• Telephone customer service experience required

• Fundamental understanding of PC hardware/software and connectivity components

• Experience with Windows 11 Operating Systems, Mac OSX experience preferred

• Knowledge of MS Exchange, Active Directory, SharePoint

• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP

• Basic understanding of ITIL based structure

• Exposure to HP/Lenovo ThinkPad/MacBook/iPhone/Android hardware preferred

• Previous experience with an incident management/tracking system required

• Some weekend and afterhours support required, as well as light travel potentially

Your journey at A&M

At A&M, professional growth is tied directly to performance, not tenure. Our people take on meaningful, hands-on work supported by a performance development process that rewards contribution and fosters a culture of meritocracy. Stretch roles, evolving business needs, and firm growth create ongoing opportunities for ownership and building new skills, while direct access to senior leaders provides mentorship and real-time coaching along the way. We also prioritize your wellbeing through comprehensive benefits and resources. Together, these elements create an environment where high-performing professionals can continue to grow and advance from day one.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings’ fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M’s benefits programs.

The salary range is $75,000- $85,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.