Technical Support Specialist

Permanent Placement / Direct Placement

Title: Technical Support Analyst

Compensation: Up to $75k base salary plus benefits, commensurate with experience

Location: 100% onsite in Midtown Manhattan

Position Description:

Our client, a large real estate company based in New York City, is looking for a Technical Support Analyst to join their team to provide hands-on technical support to employees within the organization. Please note that this role has a very high level of interaction with users over the phone and in person and frequently interfaces with executives.

Key Responsibilities

• Respond to associate service calls to troubleshoot and resolve those problems
• Work with end users to identify and resolve issues with computer hardware and software.
• Bring issues to resolution, working hand-in-hand with end users, ensuring end user satisfaction.
• Run and terminate infrastructure cabling between workstations and communication closets.
• Document instances of hardware failures, repairs, installations, and removal utilizing ITSM.
• Maintain up-to-date knowledge of hardware and software specifications.
• Provide training on computer operation and other issues to end users.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, connected peripheral devices, and supported mobile devices, associated workstation software.
• Build and configure PCs and laptops; load software and conduct audits of unlicensed software.
• Perform on-site analysis, diagnosis, and resolution of complex computer problems for a variety of end users and recommend and implement corrective hardware solutions.
• Respond to incoming calls, e-mails, and walk-ups regarding computer / hardware problems.
• Collect and report inventory of all monitors, computers, printers, scanners, and other equipment.
• Monitor and test computer performance and provide computer performance statistics and reports.
• Construct, install, and test customized configurations based on various platforms and OS.
• Act as a liaison with third-party support and hardware / software vendors.
• Participate in equipment refresh tasks as necessary.
• Mobile Device Management and Bring Your Own Device (BYOD) support.
• Basic Telecommunication and Networking Support/Troubleshooting.
• Basic Audio / Visual Support and Troubleshooting.
• Conference Room Support and Audio / Visual Meeting setup and support.

Skills and Qualifications

Experience with:

• Windows 10
• Windows Configuration Management
• Desktop/Laptop Deployment
• Microsoft InTune administration, technologies used in End User Computing
• Windows 10 Administration

Knowledge in:

• Scripting and automation processes, software package testing. Mobile Device Management.

Good understanding of:

• LAN/WAN networks and Audio / Visual technologies.
• Must be able to lift, carry, push, or pull up to 5 pounds for 5% or less of the workday, must be able stoop, kneel, crouch, or crawl for equipment installation, etc.
• Desire to take advantage of training and learning opportunities.
• Willingness to work flexible / odd hours at times, based on the needs of the business.
• Willingness to travel within Tri-State area <10% of time.

Communication Skills

Must demonstrate strong verbal and written communication skills.

Preferred Qualifications

An ideal candidate would also have the following qualifications, or equivalent skills:

• Microsoft Certified Solutions Expert (MCSE) Certified.
• Certified Mac Technician. CompTIA Certifications (A , Network , Cloud , Security , Server ).
• Familiarity with Zendesk and/or other Help Desk ticketing systems.

Education and Experience

• Bachelor's degree (BA/BS) from four-year college or university in Information Systems or Computer Science or relevant work experience
• 2 years of relevant experience in a technical support position.

Benefits:

• 401K
• Medical / Dental / Vision

Equal Opportunity Statement:

RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Pay Transparency:

RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices.

Disclaimer:

This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

About RCM:

RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.