Level 2 Desktop Support

Title: Level 2 Desktop Support

Location: Manhattan, NY

Rate: $34/hr

Note: This is a contract on W2. THIS IS NOT OPEN TO C2C.

We are seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience in utilizing and supporting SCCM, JAMF, Office365, and Adobe applications. Additionally, the candidate should have experience in general asset inventory management, Achieving SLA and project targets and supporting AI integrations with office products.

This position reports into the US Service Desk Associate Director

Key Responsibilities

• Customer Focus: Deliver highest level of customer satisfaction by putting customer first, effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary.
• Issue Management: Effective evaluates and manages various end user situations and escalates to manager when necessary.
• Teamwork & Collaboration: Effectively work with other HTS teams and management toward shared goals for responsive, effective information feedback, escalation and end user issue resolution to build effective customer relationships.
• Technical Support: Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently.
• Technical Support: Provide support for the end users regarding issues with network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications.
• Office365 Support: Administer and troubleshoot issues related to Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Adobe Suite Support: Provide support for Adobe Creative Cloud applications, addressing installation, authentication and access issues.
• Software Deployment: Utilize SCCM and JAMF for software deployment and management, ensuring smooth and consistent application installations and updates.
• Inventory Management: Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets and desktop refresh utilizing the corporate ITAM tool as well JAMF, SCCM, PowerBI as well as other tools to maintain the integrity and accuracy of the asset inventory.
• AI Support: Assist with end user issues and support of AI tools with office products, ensuring seamless operation and user productivity.
• Documentation: Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
• Incident and Service Request SLA Achievement: Achieve and maintain monthly SLA target for INCIDENTS (93%) throughout the year. Achieve and maintain monthly SLA targets for SERVICE REQUEST Tasks (84%) throughout the year.
• Ability to configure and troubleshoot email clients such as Microsoft Outlook.
• Configure, deploy and support mobile devices such as Android, and iPhones for all users.
• Lead and supervises IT projects as directed by the Regional Manager
• Documents and updates desktop support processes
• In depth knowledge of Azure AD & On-Prem AD administration
• Familiar with anti-virus/ Malware protection
• Understanding of login scripts.
• Identifies software application, network and hardware malfunctions and takes appropriate action to resolve

Qualifications

• Experience: Minimum of 5 years of experience in desktop support or similar role.
• Education: A degree in Information Technology, Computer Science or related field.
• Certifications: Relevant certifications (e.g., Microsoft, Apple, CompTIA, A ) are a plus.
• Technical Skills: Strong knowledge of PC/MAC OS, hardware and software troubleshooting; Proficiency in SCCM, JAMF, Office365, and Adobe Creative Cloud applications.
• Familiarity with ServiceNow or other comparable ticketing and asset management tools.
• Inventory Management: Experience in general inventory management and asset tracking.
• AI Integration: Familiarity with supporting AI tools and their integration with office products.
• Problem-Solving: Strong analytical and troubleshooting skills. With a systematic approach to problem resolution.
• Communication: Excellent verbal and written communication skills.
• Organized: Ability to manage multiple tasks and prioritize effectively.
• Customer Service: Ability to deliver high-quality customer service and support.