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Desktop Support Technician

Our client, one of the largest mental health/social services companies in Westchester County, is seeking a Full-time Desktop Support Technician 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. The person will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required.

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

 

 

Key Accountabilities

% of Time

Accountability:

25

Service; Delivering operational excellence across the services provided

30

Technical; Provide technical expertise to resolve issues in a timely manner

30

Customer Service; Servicing colleagues to ensure issues gets address

15

Security; Adhere to and ensure security of information is safeguarded

 

 

Experience & Knowledge

  • Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic
  • Ticket management experience
  • 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
  • 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:

  • Eligible to work within the US
  • High School diploma or equivalent, and/or 3 years work experience in related field.
  • Have a driver’s license and own a car as traveling site to site is required
  • Minimum 3-5 years’ experience in a similar role
  • ITIL Certification desired
  • Excellent knowledge of PC and desktop hardware
  • Microsoft certifications; Windows OS, Office suite and O365
  • Networking experience; patching, troubleshooting and basic configuration

They are actively reviewing resumes/scheduling interviews; so please send your resume in if you feel this is the perfect fit for you!

Job ID: 5081

  • Accepted file types: docx, doc, pdf, rtf, wps, txt, html.

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