Filled IT Jobs

Our direct client in Tarrytown, NY is seeking a Full-time Desktop Support Specialist to support and maintain end user technologies, such as laptops, desktops, phones, printers, networking, Office 365, and other peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance for our colleagues.  As well as providing end-user guidance and improve adoption of technologies deployed.

This position is contract-to-hire and onsite with occasional travel to different sites in the Westchester County.  

Duties and Responsibilities: 

• Receive and respond to incoming phone calls, and/or tickets regarding end user technical issues and requests

• Troubleshoot, identify and repair hardware and network connectivity issues (WAN)

• Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, telephone, and printing.

• Administer and resolve issues with associated end-user workstation network software products

• Add, delete and change user profiles in Active Directory for user management

• Write, update, maintain documentation; end-user and internal (IT)

• Document common issues/causes/solutions, create user and web based guides as well as FAQ’s into the knowledgebase.

• Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results.

• Ensure tickets are completed within agreed SLA’s

• Ability to support remote users, establish VPN and remote desktop for all remote users

• Interact with vendors to resolve technical problems with desktop computing equipment and software

• Some project-based work in support of management, senior technical and project management staff

• Update and maintain the IT inventory

EDUCATION

• High School diploma or equivalent, and/or 3 years work experience in related field.

SKILLS/EXPERIENCE

• Healthcare IT background preferred, not a must.  Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic, eClinicalWorks and peripherals.

• Ticket management, specifically ServiceNow, experience preferred. Must have experience in working with an enterprise Ticket management system.

• Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure

• Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.

• Excellent knowledge of desktop and laptop PC hardware

• Working technical knowledge of current networking protocols, operating systems, and standards.

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation and OEM guides.

• Demonstrate strong customer service skills

• Demonstrate strong written and verbal communication skills 

• Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units preferred

• Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection

• Knowledge on the concepts for Active Directory with the ability to perform add/transfers/terminations, as well as GPO management

• Working experience of Microsoft Office 365, incl. Intune MDM

• Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred

• Must have experience in administrative, incident response, and operational responsibilities

REQUIREMENTS

• Minimum 3 years 'experience in a similar role

• Have a driver’s license and own a car as traveling site to site is required

• ITIL Certification a plus

• Excellent knowledge of desktop and laptop PC hardware

• Microsoft certifications; Windows OS, Office suite and O365 a plus

• Team-focused collaborator

• Highly organized, self –directed

• Engaged in learning and continuous quality improvement

• Networking experience; patching, troubleshooting and basic configuration

Job ID: 5287