Country: United States of America
Closing date: 07 Jun 2017
Background/IRC Summary: The Information Technology department supports the organization's work by providing reliable and scalable application development and infrastructure for the IRC's offices in the US and around the world, including many technologically challenging locations.
Job Overview/Summary: The Support Technician will be primarily responsible with providing support for our internal users on the use of their desktops and laptops. Through our ticketing system and the telephone they will provide users with solutions to questions and issues with their computer hardware and software.
Major Responsibilities
Customer Service and Communication
- May perform technicians training.
- Provides technical advice and guidance relative to problems involving technical user issues.
- Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Technical Skills - Level II Help Desk Support
- Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.
- Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise. Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Level 3 when necessary.
- Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.e. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges.
- Conducts complete diagnostics of most business problems; anticipates implementation obstacles.
Administrative Tasks & Record Keeping
- Responsible to create and validate knowledgebase articles and user documentation.
- Monitor the assigned queue(s) in the ServiceNow ticket system.
- Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels
Key Working Relationships:
Position Reports to: Senior Manager Service Desk Position directly supervises: N/A
Indirect Reporting:
Team Leads
Director, Network Operations
Other Internal and/or external contacts:
The technician will work independently and in a team setting is on daily bases. He/she will interact with vendors as needed.
Internal: Team Leads, Technicians, System Engineer, Desktop Engineer, Network Engineers, Knowledgebase Manager
External: Vendors: Phone vendor, Printer Vendor, MAC support, Microsoft Support, and other as needed.
Job Requirements:
Education: College degree or equivalent certification
Work Experience: 2 years of experience in help desk/desktop support position
Demonstrated Skills and Competencies:
- In-depth knowledge of computing, MAC and Windows PC/Workstation based LAN systems, TCP/IP protocols, End User Infrastructure Support management tools, client functions and applications. Active directory, Domains, PDA support, application troubleshooting, etc.). knowledge of Citrix is a plus.
- Demonstrate an ability to communicate technical terms, IT policies to end users in a service oriented fashion.
- Demonstrated ability to provide exemplary customer service across all levels of the organization; embraces a never-say-no attitude when addressing customer issues
Certificates or Licenses: A+ Certification
Working Environment: The position will work in the New York Office and is expected to be on-site. Standard office work environment.
How to apply:
Please follow this link to apply: http://www.aplitrak.com/?adid=YXN0cmlkLm1hdGhldy40MTYyMy4zODMwQGlyYy5hcGxpdHJhay5jb20