Senior Desktop Support Specialist
New York, NY

Job Description

As a key member of the Corporate Services Department, this position is responsible for providing support across all business functions. This person must have a passion for customer service, a friendly and helpful attitude, and be comfortable working in a fast-paced high tech environment. This candidate will partner with IT peers to ensure successful deployment of IT technologies. This person must understand the big picture and clearly articulate how the role helps the IT organization achieve their goals. This candidate will also be viewed as a technical leader and resource for other IT Helpdesk personnel and interns.

The team's mission is to provide and ensure high integrity and consistent delivery of services for both desktop support and basic system administration capacity. The successful candidate will be supporting a high performing and collaborative set of customer groups and be a key contributor to ongoing and accelerated growth. Because we are a small team, the ability to communicate technical ideas effectively, in oral and written forms, and solve complex problems in a team environment will also be considered.

Responsibilities:

* Build, configure, maintain and manage systems for all employees on MAC, Windows and Linux platforms using latest technologies. The environment is 80% MAC.
* Clear understanding of Symantec Ghost and the ghosting process for machine deployment
* Troubleshoot computer hardware, printer, video conferencing equipment and software problems, resolve issues or provide a workaround
* Troubleshoot standard phone and mobile phone issues
* Troubleshoot mobile device issues
* User account management (AD, Google for Work and other relevant systems)
* Manage help-desk tickets
* Manage and/or set customer expectations
* Develop and maintain appropriate operational documentation
* Recommend procedures and standards to improve the quality and delivery of service to customers
* Working knowledge of AD, Exchange, TCP/IP, DNS, DHCP, VPN
* Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
* Develop trends by monitoring and analyzing incoming cases via phone, email, and walkups support requests
* Records and escalate incidents and requests as required to ensure quality of service and within established SLA's
* Works with vendor support contacts to resolve technical issues within the desktop environment
* Operates within, enforces, and suggest modifications and additions to desktop standards and guidelines
* Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
* Maintain adequate knowledge of operating systems and application software used to provide a high level of support
* Serves as an escalation point for more complex technical issues
* Ensure customer expectations are set and consistently met or exceeded

Qualifications:

* 3+ years of experience as a Desktop Support Specialist
* A solid understanding of a Mac, Windows and Linux/Unix operating systems
* A solid understanding of network authentication systems (Active Directory preferred)
* A solid understanding of common networking protocols and fundamentals (HTTP, SMTP, DHCP, DNS, ARP, TCP, UDP, etc
* An understanding of storage and backup technologies
* A basic understanding of VoIP and related voice communications technologies
* Demonstrated ability to support networked printers, scanners and photocopiers
* Demonstrated ability of user account management
* Demonstrated ability of standard phone, mobile phone and mobile device management
* Demonstrated working knowledge of current communications devices and protocols for desktop technologies
* Ability to manage multiple projects, activities and tasks simultaneously
* Facilitation and change management skills
* Bachelor's Degree (preferred) or equivalent experience required.
* Certifications: MSCE preferred but not required.
* Highly developed verbal and written communications
* Strong skills in documentation writing
* Ability to prioritize tasks
* Must have outstanding customer service skills, professionalism and great attitude
* Must be able to work flexible hours, be willing to travel and be assigned to on-call rotation when necessary