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Support: Help Desk Services

Support: Help Desk Services
New York, NY

Tekmark Job Number:


Job Title:

Support: Help Desk Services

Job Location:

New York, NY

Job Category:

IT - Administrator - Help Desk

Required Skills:

Job Description:
-Client is seeking a Desktop Technician

-Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution
-Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion
-Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system
-Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations
-Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime
-Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be
-Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
-Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory
-Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach
-Facilitate end-users desktop data and application restoration and recovery
-Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
-Responsible for tracking hardware and software inventory
-Familiarize and assist end-users on basic software, hardware and peripheral device operation and use
-Works with vendor support contacts to resolve technical issues within the desktop environment
-Arranging and preparing equipment for shipping/receiving and disposition
-Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries
-Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies
-Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support
-Maintains, follows and consistently demonstrates a general knowledge of WCG/EITS and the client's guidelines, processes, practices and procedures
-Ensures that there is sufficient support to clients and provide friendly customer service to endusers and for local project implementations
-Preparing and willing to do any other reasonable and lawful instruction/task on time and correctly
-Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures
-Maintains proper grooming and adheres to attendance and timesheet policy standards

-Associate Degree in related field or minimum of 5 years of job experience in similar role

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