Service Desk and Desktop Support

Our government client in Long Island City, NY is seeking a LONGTERM contractor for 12 months that is strong with Service Desk Support and has RemedyForce ticketing experience.

This is a W2 only role. Paid holidays and single coverage benefits included.

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