Desktop Support Technician at Kforce Inc in New York, New York

Job Description:

RESPONSIBILITIES:

Kforce has a client that is looking for a Desktop Support Technician in New York, NY.

Duties Include:

• The Desktop Support Technician will monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III)


• Provide support and customer service to users, promote and/or escalate problem, incident, and request action items


• Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations


• Install and configure computer desktops, laptops, printer, mobile devices, and software


• Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use


• Provide accurate and detail documentation of resolution in the Service Now Ticketing system


• As a Desktop Support Technician, you will manage level 1 and 1 1/2 service Incidents/requests from report to resolution


• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items


• Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)


• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve


• Follow escalation and paging procedures to ensure SLAs are being met


• Provide support and services to users, seeking to resolve as many calls as possible at level 1


• Provide support for issues related to password resets, MS Office, Windows, as well as some issues


• The Desktop Support Technician will provide customers with a single point of contact for Service Desk activities, for problems, incidents, and request items

REQUIREMENTS:

• A Baccalaureate degree in relevant field from an accredited college or university; And one year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination, and familiarity with EDP applications and data processing programs; Or Master's degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; Or a satisfactory combination of education, training and experience


• Experience troubleshooting and resolving computer and network issues in a multi-office work environment


• Prior experience with ServiceNow ticketing system


• Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems, determining the source of problems and detailing their level, priority and nature


• Extensive experience supporting Microsoft Operating Systems and Office Suite


• Experience supporting and setup of Droid, iOS, and other PDA devices


• Experience supporting internal clients remotely via Remote Control tools such as Webex and RDP


• Experience imaging and deploying new and replacement laptop and desktop equipment


• General Office equipment (computer, scanner, printer, phones)

Other Preferred Skills:

• ITIL Certification is a plus


• Experience in desktop support and wireless network technologies


• Excellent Customer Service experience


• Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment


• Excellent verbal and written communication skills


• Ability to work on multiple projects simultaneously


• Capable of lifting and installing equipment up to 50 pounds

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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