What are the responsibilities and job description for the Incident Technicians - White Plains, NY area position at Allied Digital Services, LLC?
Allied Digital Services
*Position Title: Incident Technician – End User Services
*JOB DESCRIPTION
The Incident Technician is responsible for resolving incidents and requests that have been escalated from Level 1.
Essential duties for the position are not limited to the following:
· Software installation.
· Troubleshoot, repair, and maintain software applications & infrastructure.
· Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
· Provide support for operating system drivers, software and firmware.
· Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop virtual machine.
· Ensure that company policies and procedures are followed by, communicated, and adhered to.
· Create and maintain support documentation.
· Interacting with other support groups (local and global) within the firm across multiple platforms.
· Record and manage all incidents and requests in ticket-tracking system.
· Proactively inform management of trends, significant problems and expected delays.
· On-call – Participate in rotating schedule providing afterhours and weekend support.
· Take initiative to stay current on technology and participate in training programs.
· Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
Key Attributes:
- Excellent communication, interpersonal and customer care skills.
- Ability to work under pressure and on tight timescales.
- Experience using help desk call management system.
- Technical grasp of a wide range of applications both in house and 3rd party applications.
*JOB REQUIREMENTS/QUALIFICATIONS
Experience:
- Proven ability to work independently with little supervision as well as in a team environment.
- Excellent communication, interpersonal and customer care skills.
- Ability to work well under pressure and to tight timescales.
- Strong organizational and problem-solving skills.
- Knowledge of Windows operating system, applications, and computer hardware.
- Interacting with other support groups across multiple platforms.
- Experience using a help desk call management system.
- Industry standard certifications a plus (MCSA, A ).
- Experience in the financial industry (nice to have)
- An understanding of ITIL Service Support and Delivery disciplines and methodologies.
- Focus on customer service (must have).
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Experience:
- EUC H&F Support: 4 years (Preferred)
- Windows: 1 year (Preferred)
Work Location: In person
Salary : $22 - $25
