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  • Queens, NY

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Service Desk and Desktop Support Technician

Donnelly & Moore • Queens, NY

Posted 12 days ago

Job Snapshot

Contractor
Construction
Information Technology

Job Description

Donnelly & Moore is seeking a Service Desk & Desktop Support Technician.

STATEMENT OF THE JOB

The person in this position provides technical support of desktop and laptop computers, software and related technology. The individual will be servicing telephone and email requests routed to the IT Service Desk.  This individual needs to have excellent verbal skills, maintain a courteous tone of voice and good technical computer troubleshooting skills to handle calls made to our Service Desk and assign any outstanding requests to the appropriate IT work groups. He/she will handle assignments including network and application accounts creation, network group and permission assignment and print queue management.

 

Activities require interaction with application software and operating systems to diagnose and resolve unique problems. The position utilizes one-on-one consultancy to staff and management. The individual in this position also assists in the maintenance and testing of new computer related equipment. The position’s responsibilities require independent analysis, communication and problem solving. Work is performed with moderate supervision and requires initiative and judgment.

 

RESPONSIBILITIES TO INCLUDE BUT NOT LIMITED TO:

 Address Service Desk phone and email requests, generating, resolving and routing service requests accordingly.

 Perform PC and printer troubleshooting to determine true nature of problem.

 Successfully interpret and capture information for classifying requests.

 Properly route requests requiring additional approval.

 Configure, rollout and ongoing usability of computers, peripheral equipment and software within

    established standards and guidelines.

 Troubleshoot hardware and software problems utilizing documentation, online assistance and

    other staff members when necessary. 

 Works with Network Infrastructure and Server Support staff as appropriate to determine and

    resolve problems received from clients.

 Works with external vendor support services and systems to resolve technical problems with

    desktop and laptop equipment and software.

 Escalate complex or troublesome issues to Level III technical support or to management for

    guidance when all Desktop Support resources have been exhausted.

 Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.

 Trains and orients staff on best practice use of hardware and software.

 Recommends and/or performs upgrades and maintenance on systems to ensure longevity.

 Follow and enforce IT policies and procedures.

 Efficiently manage daily work queue.

 Lifting and transporting computer equipment (i.e. desktop, laptops, and printers).

 Assist on special projects. 

 

SKILLS:

 Experience with Service Desk ticketing software (BMC Remedyforce preferred)

 Excellent verbal communication skills

 Ability to give extensive phone and able to handle high volume of calls

 Excellent written skills to handle email correspondence

 Well organized and detail oriented to handle complex tasks and assignments

 Excellent MS Office skills – Outlook, Word, Excel and PowerPoint.

 Excellent Windows Operating System skills

 Good basic printer skills

 Strong Windows Operating System troubleshooting knowledge (Windows 7)

 Knowledge of Microsoft Office Suite

 Good team player

 

EDUCATION REQUIREMENTS:

Bachelor's degree in Computer Science, Information Systems or related field

Job Requirements

SKILLS:

 Experience with Service Desk ticketing software (BMC Remedyforce preferred)

 Excellent verbal communication skills

 Ability to give extensive phone and able to handle high volume of calls

 Excellent written skills to handle email correspondence

 Well organized and detail oriented to handle complex tasks and assignments

 Excellent MS Office skills – Outlook, Word, Excel and PowerPoint.

 Excellent Windows Operating System skills

 Good basic printer skills

 Strong Windows Operating System troubleshooting knowledge (Windows 7)

 Knowledge of Microsoft Office Suite

 Good team player

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