IT Desktop Support

$52,000 - $52,000/Yr

Geekay Infotech - Paramus, NJ

Part-time - Entry Level

Paramus, NJ

About the position

The IT Desktop Support position at Geekay Infotech is designed to provide comprehensive support and complex problem resolution for clients utilizing various computer systems, communications devices, mobile devices, and network connections. The role requires a proactive approach to troubleshooting and resolving issues related to computer hardware, operating systems, company-approved applications, and network connectivity. The successful candidate will work closely with third-party vendors as necessary and will be responsible for equipment setups, re-imaging, and software installations. Additionally, the position involves implementing software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines. In this role, the individual will need to organize and prioritize a regularly changing workload with minimal supervision. They will assist in the development and maintenance of Support Center documentation as needed in Confluence and report any support trends to the IT Operations Manager and Team Lead. The candidate will be expected to process all ServiceNow tickets within established SLAs and engage in research and testing of new technology. Travel to regional locations for support may be required, and the individual will supervise the Tier 1 Deskside Support Analyst tasks while providing Tier 2 level support to the Deskside Analyst and users from the office. The position also entails logging all customer questions, requests, and problems, tracking issues through to resolution, and ensuring customer satisfaction by responding to all calls and emails with timely updates regarding the status of problem resolution. Building strong relationships and becoming a trusted solution provider through diligence and technical support excellence is crucial. The candidate will provide on-site support for new installations, demobilizations, changes, moves, and repairs, and will be responsible for new computer imaging and end-user setup.

Responsibilities

• Troubleshoot and resolve all issues related to computer hardware, operating systems, company-approved applications, and network connectivity.
• Work with 3rd party vendors as necessary.
• Responsible for all equipment setups, re-images, and software installs.
• Implement software and hardware updates and upgrades in compliance with the Veolia Network Operations Center guidelines.
• Organize and prioritize a regularly changing workload with minimal supervision.
• Assist in the development and maintenance of Support Center documentation as needed in Confluence.
• Report any support trends to the IT Operations Manager and Team Lead.
• Process all ServiceNow tickets within established SLA's.
• Research and test new technology.
• Travel to regional locations for support as needed.
• Supervise the Tier 1 Deskside Support Analyst tasks.
• Provide Tier 2 level support to the Deskside Analyst and users from the office.
• Work with other Deskside staff across all Veolia entities on different IT projects.
• Log all customer questions, requests, and problems and track the issues through to resolution.
• Resolve complex end-user problems using documented procedures and available tools.
• Escalate IT issues and assist with 2nd and 3rd level support, often providing the 'eyes and hands'.
• Ensure customer satisfaction by responding to all calls and emails and providing timely updates to the customer regarding the status of problem resolution.
• Build strong relationships and become a trusted solution provider through diligence and technical support excellence.
• Provide on-site support for new installations, demobilizations, changes, moves, and repairs.
• Responsible for new computer imaging and end-user setup.

Requirements

• Four or more years of experience in IT support.
• Highly proficient in common computer applications and operating systems, especially MS Windows 10, MS Office, and Google Workspace.
• Experience installing, maintaining, and troubleshooting computer and communications hardware.
• Experience in use of routine and advanced Service Desk tools and techniques (remote assistance, PC Imaging, ticketing and knowledgebase systems).
• Experience supporting smartphones, tablets, wireless technologies, networks, and operating systems.
• Experience with Active Directory, Google Workspace, Imaging, Citrix, Cisco VPN, TCP/IP, ServiceNow or other ticketing system, MDM, Office 365, Ring Central, Zoom, and Remote tools.
• Detailed, hands-on knowledge of computer hardware, applications, and network technologies; ability to learn new technologies quickly and to effectively retain and apply new knowledge.
• Strong customer service and interpersonal skills.
• Strong verbal and written communication skills and interact effectively at all levels within the organization.
• Strong problem-solving skills and inherent decision-making ability in resolving complex issues at the highest technical level; able to take initiative and be assertive to solve problems.
• Ability to organize work in an efficient manner and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.
• Works well under stress and time pressures to meet deadlines.
• Self-motivated and ability to work with minimal direct supervision.
• Ability to work until the job is complete (may be beyond traditional working hours including weekends).

Nice-to-haves

• Familiarity with water/waste water treatment is a plus.

Benefits

• 401(k)
• Health insurance
• Paid time off
• Vision insurance