Our client is currently seeking a Level 2 Technician to join their team onsite in New York, NY. This is a contract position slated to go 2 years.

Scope of Activity and Responsibilities:

• Responsible for providing onsite support to internal or external customers in resolving complex or escalated technology issues
• Ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones and / or printers
• May also resolve higher level support to servers, and / or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks
• Serve the client in a consultative capacity, evaluating client needs and providing the technical documentation and / or reporting to achieve a result
• Serve as an escalation point of contact for all Desktop Support Technicians and / or the client
• Diagnose mechanical, hardware, software, and systems failures, using established procedures
• Perform service, repair and / or installation of computer products including system hardware and software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multi-processor servers, and wired / wireless networking
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Consistently provides and updates notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• Communicates with customers at all levels of technical and non-technical skill sets
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Acts as the escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (Manager, etc.)
• Follow all standard operating procedures (SOP) through the effective use of knowledge management
• Collaborates with people across the organization

Required Skills and Qualifications:

• Bachelor's degree preferred or minimum 4 years of experience in related field
• Recent experience supporting both a Windows and Mac environment required
• Desktop and / or Infrastructure support experience
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
• Must have excellent communication and troubleshooting ability
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Demonstrated capability to achieve results in a fast-paced, client driven environment
• Strong desire and enthusiasm to serve customers

Preferred Skills:

• Microsoft Certification Program Certifications, CompTIA A , CompTIA Server , CompTIA Network
• ServiceNow ticketing experience

We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.