Desktop Support Specialist

    • Job ID: 512989-611913
    • Location: New York, NY
    • Job Type: Full-Time/Regular
    • Years of Experience: Not Applicable
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Job Description:

The Desktop Support Technician serves a critical front line technical role responsible for problem resolution for the host of enterprise end user equipment including, PCs, laptops, MacBook, iMacs, iPads, printers, scanners, and VoIP phones. Operating systems supported include Mac OS X and Windows 7/10.

  • Provide the first point of contact for support and maintenance of Apple equipment.
  • Respond to user requests through Service Cloud ticketing system. Document, track and monitor issues to ensure a timely resolution, and communicate updates to the end user. Request assistance or escalate tickets as needed.
  • Install and configure workstations for new users, and upgrade existing equipment and software.
  • Diagnose and troubleshoot desktop system, printer and operating problems.
  • Manage user accounts in Active Directory and Exchange Online.
  • Provide support for Microsoft Office related issues (Office 2016, Office 365).
  • Provide support for print/file related issues.
  • Provide support for Adobe Creative Cloud.
  • Utilize various tools to remove viruses and malware.
  • Participate in testing software, operating system upgrades, and patching as needed to ensure compatibility with our existing inventory.
  • Develop procedures and other documentation for the team’s Knowledge Base.

Please note - this job description is not designed to cover all activities required of the employee.

Experience and Skills:

  • 2+ years of hands-on experience in a hybrid Windows\Mac environment, with a working knowledge of hardware components, hardware configurations and software installation.
  • Demonstrated skills in Windows 7/10, MacOS 10.9 - 10.13, and iOS 8 - 11.
  • Experience with security and anti-virus products for Macs and Windows.
  • Understanding of basic networking technologies (LAN/WAN and wireless).
  • Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments.
  • Proven attention to detail and high standards for quality, and the ability to work with users with diverse experience levels.
  • Excellent organizational skills with the ability to re-prioritize as necessary.
  • Experience using Apple Remote Desktop (ARD) and or Microsoft System Center Configuration Manager (SCCM) a plus.

Must-Have Soft Skills

  • Positive attitude.
  • Good communication skills.
  • Strong work ethic.
  • Ability to work independently and to collaborate with other members of the team.
  • Ability to empathize and align with customers’ needs.
    • Commitment to exemplary customer service are extremely important in this role.
    • Ability to work under pressure and present a calm, helpful demeanor.
    • Ability and willingness to learn new technologies.

Working Conditions:

  • Working conditions/physical demands of bending and lifting weights up to 40 pounds.