Support Technician

PSG Global Solutions; West Henrietta (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading IT services provider in West Henrietta is seeking an IT Specialist for Desktop Support. The role involves providing high-level technical support on operating systems, network protocols, and application packages. Responsibilities include maintaining IT infrastructure, supporting mission objectives, and managing hardware and software inventory. Ideal candidates have 2 years of experience in IT infrastructure and strong troubleshooting skills. This position offers a competitive environment with opportunities for growth and learning.

Qualifications

• Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school.
• 2 years experience in IT infrastructure, preferably in an internal environment.
• Experience with ITIL Best practice would be an advantage.

Responsibilities

• Support the mission objectives of the organizational unit.
• Ensure that services meet Service Level Agreement targets.
• Investigate and action all operational events and requests.
• Manage installation and inventory of hardware and software.

Skills

Troubleshooting

Customer inquiries

Interpersonal skills

Flexibility

Education

College Certificate or equivalent

Job description

Under general supervision, the IT Specialist, Desktop Support provides and maintains high level technical support on operating systems, network protocols and specific application packages in response to end-user requests. Position is of a fully competent level and must have strong interpersonal skills to analyze user problems and requirements and make recommendations to satisfy the identified issues. Must complete assignments/projects as assigned by the End User Support Services Site Manager.

Responsibilities

• Support the mission objectives of the organizational unit
• Work according to operational procedures and Alstom IT security policies
• Ensure that the services meet their Service Level Agreement/Operational Level Agreement targets
• Implement all operational changes in accordance with procedures utilizing appropriate tools and test equipment
• Investigate, diagnose, progress and action all operational events, alarms, incidents and requests to the agreed quality and targets, ensuring that issues are escalated and all records are updated in a timely fashion
• Undertake routine preventative measures and housekeeping tasks and implement, maintain and monitor security and functioning of IT infrastructure and assets as required
• Ensure that the physical environment is maintained and secure according to safety and security requirements
• Manage the installation and inventory of hardware and software as necessary
• Contribute to root cause analysis
• Develop and maintain operational documentation and procedures
• Enforce a strong commitment to standards and process within the team
• Assist the Team Leader and organizational unit manager as appropriate in any mission of his/her request
• Provide support to other organizational units as necessary to provide for, and improve delivery of, IT services
• Be flexible to adjust the working time to operational constraints (Standby, on duties, picket, travel)
• Propose appropriate actions for improving the delivery of his/her services from a quality and cost perspective

Qualifications

• College Certificate or equivalent (Up to 18 months of job-related training beyond high school, e.g., vocational, business, or technical school, DEP).
• Knowledge on trouble shooting and Customer enquiries.
• 2 years experience in IT infrastructure preferably in an internal environment.
• Experience with ITIL Best practice would be an advantage.

Additional Information

Be prioritized, send your resumes to sgsantos @ psgglobalsolutions.com (please remove spaces in rhwiwas]]]]]]