Desktop Support Technician II

Desktop Support Technician – Level 2

The Desktop Support position provides technical assistance to a large and varied end-user

population on-site and remote. This role will interface with executives, power users, novice

computer users, and everything in between. Support responsibilities include desktops, laptops,

tablets, smartphones, printers, video conferencing, audio conferencing, software, and user training.

This role requires excellent prioritization, responsiveness, customer service, and verbal

communication skills. Excellent attendance and punctuality are required.

The goal is to create value for clients that will help preserve the organization’s reputation and

business.

Primary Responsibilities:

• Handle Tier 1,2, & 3 help desk escalations through tickets or phone

• Skilled in desktop support handling in Windows and MAC environments.

• Some SCCM Knowledge. i.e. Manage Patching in SCCM for Desktops, troubleshoot on

problematic machines. Reinstall SCCM agent and redeploy packages with Admin support.

• Installation and maintenance of Windows and Mac OS.

• Troubleshooting all the issues related to Hardware, Desktop & Laptop Networking (Wired

and Wireless) & Software on Windows OS and MAC OS.

• Installation, configuration and troubleshooting of Desktop applications and tools.

• Technical knowledge of Desktop and Laptop hardware.

• Configuring and troubleshooting Office365 suite, Adobe, Zoom and applications part of our

standard image.

• Understanding of Files and folder permissions.

• Printer installation & troubleshooting problems.

• Configuring and managing different types of scanners.

• Configuring and managing different types of network printers, scanners and peripheral

devices.

• Ability to travel to client sites in the five boroughs as needed.

• Resolving problems related to LAN connectivity.

• Experience in working on IT Service Management Tools like ServiceNow

• Take ownership and responsibility of queries, issues, and problems assigned to the Desktop

Site Support team.

• Work with vendor support contacts, Service Desk Level 1, and Desktop Engineer Level 3

teams to resolve technical issues within the desktop environment.

Desired Skills:

• Route assign tickets to the appropriate support group if necessary.

• Identifying and escalating high-priority, high-severity issues.

• Updating pending tickets with timely, precise, and accurate updates

• Following up with end users & support groups, if necessary, for closure of pending tickets

• Ability to provide excellent customer service

• Communicate with staff or clients to understand specific system requirements.

• Analyze requirements and develop design concepts or changes.

• Document design specifications, installation instructions, and other system-related information.

• Verify stability, interoperability, portability, security, or scalability of system architecture.

• Collaborate with engineers or software developers to select appropriate design solutions or

ensure the compatibility of system components.

• Provide technical guidance or support for the development or troubleshooting of systems.

• Identify system data, hardware, or software components required to meet user needs.

• Provide guidelines for implementing secure systems to customers or installation teams.

• Monitor system operation to detect potential problems

Job Type: Contract

Pay: $30.00 - $32.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift

Education:

• Associate (Required)

Experience:

• ServiceNow: 5 years (Required)
• Mac OS: 5 years (Required)
• SCCM: 5 years (Required)
• Windows: 5 years (Required)

Ability to Commute:

• New York, NY 10004 (Required)

Ability to Relocate:

• New York, NY 10004: Relocate before starting work (Required)

Work Location: In person

Salary : $30 - $32