Velocity Search Group Inc. Looking for IT Support Technician at New York, NY Full Time

Our client a leading professional services firm located in NYC is looking to hire a Desktop Support Engineer. This position provides second level support to end-users regarding IT incidents and service requests. This position reports to the Desktop, and Applications Support Manager.

Responsibilities

• Provides 2nd level support for mobile and desktop hardware and software.
• Track incidents and service requests as well as maintain ownership of tasks in Help Desk ITSM system.
• Escalate incidents and problems that candidate cannot resolve to the appropriate support/engineering teams.
• Adhere to all Firm defined operation level agreements, procedures and policies.
• Contribute to Help Desk ITSM Knowledgebase.
• Facilitate project related tasks to completion.
• This role will be part of the team responsible for quality control related testing of desktop and mobile environments.
  • Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, useable high-quality product is delivered to the end user.
• Develop and maintain strong knowledge in the Firm supported end user applications and hardware.

Requirements

• 2 – 3 years of experience in a Help Desk Technician role.
• Experience using, incident management systems in a heavy call volume environment.
• Solid knowledge of other products including desktop hardware and peripherals, phones, A/V equipment (PCs, laptops, printers, scanners, smartphones and tablets).
• Working knowledge of computer technologies and software including but not limited to: Windows, Apple OSX, Apple iOS, Microsoft Office, Adobe Acrobat, Citrix VDI, Citrix VPN, Printer Management, Wireless Networking.
• Experience supporting Industry specific applications is preferred examples of applications include but not limited to: Document Management Systems (Autonomy-Interwoven FileSite/DeskSite), Innova, Workshare Compare.
• Certifications: Help Desk Certification, Microsoft MOUS Certification, MTA or MCSA a major plus.
• IT Service Management Methodology knowledge.