Service Desk Specialist # 26-28917

Us Tech Solutions; City of White Plains (NY); On-site; USD 52,000 - 78,000; Full time

Job summary

US Tech Solutions is seeking an experienced Help Desk professional for a 12-month assignment in White Plains, NY. The role involves handling end-user requests via phone and email, managing tickets in FootPrints, and delivering remote support through RDP.

The ideal candidate will troubleshoot VPN, hardware, and software issues across desktops, laptops, tablets, and printers. Strong communication, teamwork, and the ability to learn quickly are essential, along with 4+ years of prior IT support

Qualifications

• Experience in Help Desk, Service Desk, Desktop Support, or IT Technical Support.
• Hands-on experience in remote phone support and troubleshooting.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer service, active listening, and problem-solving skills.
• Ability to learn and retain technical information quickly.
• Ability to work independently with minimal supervision.
• General troubleshooting knowledge of desktops, laptops, tablets, mobile devices, and printers.

Responsibilities

• Handle incoming help desk requests and incidents from end users via phone and email in a courteous and professional manner.
• Create, update, track, and resolve support tickets using FootPrints.
• Provide remote technical support via Remote Desktop Protocol (RDP).
• Perform password resets and account unlocks.
• Troubleshoot VPN connectivity and access issues.
• Perform desktop-level troubleshooting, software installations, upgrades, and system configurations.
• Diagnose and resolve hardware and software issues for desktops, laptops, iPads, tablets, iPhones, and printers.
• Troubleshoot computer and laptop connectivity, performance, and network issues.
• Provide support for local and network printers.
• Support enterprise applications, including SAP and Maximo.
• Coordinate with other IT teams and provide additional technical support as required.

Skills

Help desk experience

Communication skills

Problem solving

Independent work

Tech savviness

Education

Associate degree in Information Systems

4-year college degree preferred

Tools

FootPrints

Remote Desktop (RDP)

Active Directory

MS Office 365

VPN troubleshooting

Cisco Jabber

Job description

Duration: 12 Months

• Handle incoming help desk requests and incidents from end users via phone and email in a courteous and professional manner.
• Create, update, track, and resolve support tickets using the FootPrints ticketing system.
• Provide remote technical support by accessing user machines through Remote Desktop Protocol (RDP).
• Perform password resets and account unlocks.
• Troubleshoot and resolve VPN connectivity and access issues.
• Perform desktop-level troubleshooting, software installations, upgrades, and system/application configurations.
• Diagnose and resolve hardware and software issues related to desktops, laptops, iPads, tablets, iPhones, and printers.
• Troubleshoot computer and laptop connectivity, performance, and network-related issues.
• Provide support for local and network printers.
• Support enterprise and departmental applications, including SAP and Maximo.
• Coordinate with other IT teams and provide additional technical support as required.

Required Skills & Qualifications

• Experience in Help Desk, Service Desk, Desktop Support, or IT Technical Support.
• Hands-on experience in remote phone support and troubleshooting.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer service, active listening, and problem-solving skills.
• Ability to learn and retain technical information quickly.
• Ability to work independently with minimal supervision.
• General troubleshooting knowledge of desktops, laptops, tablets, mobile devices, and printers.

Technical Skills

• Operating Systems: Windows 10
• Microsoft Applications: MS Office 2016/O365, MS Outlook 2013/2016/O365, Webmail
• Endpoint Management: Microsoft Intune
• Remote Support: RDP, Remote Desktop Support
• Ticketing System: FootPrints
• Directory & Password Management: Active Directory, Active Roles, Quest Password Manager
• Communication Tools: Cisco Jabber, MeetingPlace
• Enterprise Applications: SAP, Maximo
• Networking: VPN connectivity and troubleshooting
• Hardware Support: Desktops, laptops, iPads, tablets, iPhones, and printers

Additional Requirements

• Willingness to support other IT groups as needed.
• Ability to sit for extended periods.
• Strong customer service orientation and professional communication skills.

Education & Certifications

• Associate degree in Information Systems; 4 year college degree is preferred
• Minimum 4 years prior demonstrated experience

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement

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