IT Operations Associate

Coaction Global; New York (NY); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

On-site NYC office

Medical benefits

Paid time off

Job summary

Coaction Global in New York City is seeking a desktop support specialist to provide end-user IT support across business units. You will install, configure, test, and troubleshoot desktops, software, and peripherals, while maintaining SLAs and documenting issues.

The role requires at least 2 years of desktop support experience, strong customer service, Windows OS and Microsoft 365 expertise, AD and networking knowledge, and the ability to work on-site in NYC five days a week.

Qualifications

• Minimum 2 years' experience in desktop support including hardware/software.
• Excellent customer service skills.
• Solid knowledge of Windows OS and Microsoft cloud services.
• Experience with Office 365 and Active Directory.
• Understanding of networking concepts.
• Strong communication and problem-solving skills.
• Ability to manage projects and meet deadlines.
• Able to handle confidential information per policy.
• Able to lift up to 40 pounds in an office environment.

Responsibilities

• Provides end-user IT system support across business units, focusing on complex technical issues.
• Offers first-class technical support by isolating, analyzing, and solving client issues that affect operations.
• Installs, configures, tests, maintains, and troubleshoots desktops and peripherals to meet service levels.
• Monitors SLAs and communicates progress to stakeholders.
• Documents hardware failures, repairs, and installations.
• Imaging and deploying operating systems, software, and security patches.
• Provides remote support to users as needed.
• Researches desktop products to support procurement and development.

Skills

Desktop support

Customer service

Windows OS

Microsoft 365

Active Directory

Networking

Communication

Project management

Confidentiality

Education

BSc IT or 5+ yrs exp

Tools

Jira Service Management

ServiceNow

AWS

Azure AVD

Mobile Device Management

iOS provisioning

Job description

At Coaction, we’re a unique mix of leaders, achievers, thinkers, and team players with a high-performance mindset and a diverse skillset. We bring our industry expertise together to continually push the boundaries of what insurance can be for our clients.

Job Description

• Provides support in the overall end user functions related to IT systems in individual business units, concentrating on more complex and difficult technological issues.
• Provides first-class technical support to clients by isolating, analyzing, and solving the clients technical issues that affect their operational effectiveness.
• Will naturally possess customer service soft skills needed to complement the technical understanding of the supported software and platforms.
• Performs optimization of operating systems, including the application of Operating System patches, and troubleshooting communication devices.
• Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
• Monitors compliance with service level agreements throughout the business units.
• Manages expectations of end users through regular communications channels and progress reports.
• Adhere to and improve IT support policies and procedures.
• Imaging and deploying operating systems, software, and security patches.
• Provide technical assistance and one-on-one support to remote users.
• Assess the need and implement performance upgrades to workstations.
• Maintain asset and user management system and improve procedures as necessary.
• Accurately document instances of desktop equipment or component failures, repairs, and installation.
• Conduct research on desktop products in support of desktop procurement and development efforts.
• Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems.
• Provide solutions for Service Management process improvements.

Qualifications

• Minimum of 2 years of experience on desktop support to include installing and supporting hardware and software.
• Excellent customer service skills
• Good working knowledge required for Microsoft Operating Systems and Microsoft Cloud Applications
• Working knowledge of Office 365, Active Directory
• Working knowledge of networking concepts and applications.
• Strong communication skills with the ability to listen well to others and develop effective solutions to meet needs.
• Comfortable communicating in person and via phone with peers, managers, and vendors.
• A proven track record of being well organized and able to manage projects to meet deadlines.
• Ability to handle confidential information in accordance with organization policies and procedures.
• Office environment with extensive sitting, some standing, walking, stooping, reaching and the ability to lift 40 pounds.

Preferred Skills And Abilities

• Bachelor’s degree in Information Technology-related field or 5 plus years work related experience
• Familiar with Amazon Web Services and Azure AVD platforms and configuration.
• Experience with Mobile Device Management and iOS device provisioning.
• Experience with a ITSM ticketing system (Jira Service Management, Service Now)
• ITIL Certified is a Plus
• This role must sit in our NYC office FIVE days a week; remote work is not available for this position**.

Salary range specific to for this role : $55,000-$65,000 + discretionary incentive bonus + benefits depends on various factors including, without limitation, individual and organizational performance. The offered rate of compensation will be based on individual education, experience, and qualifications. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Equal Opportunity Employer

Coaction is an Equal Employment Opportunity employer. Coaction’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Coaction also prohibits harassment of applicants or employees based on any of these protected categories.