Details for Job Order Number 76837:

Job Title: Help Desk Technician Level II
Locations: New York, New York
Job Type: Direct
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Role:

  • Fielding inquiries/problems and provides updates to all users on progress and completion of requests.
  • Providing remote and occasional onsite support to client locations.
  • Ensuring timely resolution of technical support requests according to published SLA’s within approved policies and procedures.
  • Primary Escalation Point for any Level 1 related issues
  • Responsible for providing desktop support for computers and software through phone and direct contact with internal clients
  • Installing, repairing and configuring PC’s, peripherals, and other end user equipment including, Blackberries, Android devices, MACs, iPhones and iPads
  • Maintaining documentation for all Service Desk and end user processes and procedures
  • Ability to troubleshoot and resolve break/fix and configurations issues with hardware and software in Microsoft networking environment.

Required Skills

  • Experience working in a 500+ user enterprise environment with a broad range of technologies with a strong focus on Microsoft networking and MS Office applications.
  • Remote Desktop Troubleshooting Experience (I.E. – Remote Event Viewer and Log Analysis)
  • Candidate must have a minimum of 3 - 5 years of experience in Helpdesk for both phone and desk side support (in Financial Services a plus).
  • Candidate must have advanced proven experience with, Windows 10 and MS Office 2016.
  • Experience in configuring and supporting Blackberry, iPhone and Android devices in Microsoft Exchange based networks with AirWatch / Blackberry UEM MDM solutions.
  • Must have working knowledge of TCP/IP networks and internet protocols
  • Experience in using a Trouble Ticket system.
  • Candidate must possess excellent interpersonal and customer service skills.
  • Candidate must possess strong written and verbal communication skills.
  • Must be able to manage time effectively and to be motivated, reliable, and a self-starter.
  • Act as the single point of contact to the user for all IT related requests.
  • Provides resolution to level two incidents.
  • Ability to work in a fast-paced environment.
  • Bachelor Degree in Computer Science or related field.

Plusses:

  • Understanding of Active Directory environment
  • Cisco IP Telephony phone administration experience.
  • Global Protect VPN troubleshooting experience
  • Citrix XenApp/Xendesktop experience.
  • Bomgar Representative Console or similar support tool experience
  • Bloomberg Terminal experience
  • McAfee Suite experience
  • Airwatch or equivalent MDM experience.
  • RSA or similar two-factor authentication method experience
  • Cat5e and Cat6 patching and troubleshooting.
  • Experience with AV and Video Conferencing (configuration and support).