Our client is currently hiring for an additional IT service desk support hire within their midtown office location:
This role would be onsite 5 days/week, contract.
This position is responsible for assisting clients with day-to-day technical issues, dispatching and escalating unresolved issues to appropriate teams, and ensuring follow-up for timely resolution. The Service Desk Technician will also be responsible for provisioning desktops and laptops and managing onboarding and offboarding processes for personnel.
Key Responsibilities
- Client Support
- Provide direct assistance to clients experiencing technical issues.
- Troubleshoot and resolve issues related to desktops, laptops, software, and peripherals.
- Document and track issues using the service desk ticketing system.
- Dispatch and Escalation
- Dispatch unresolved issues to appropriate technical teams.
- Escalate critical issues that require immediate attention.
- Follow up on escalated issues to ensure timely resolution.
- Provisioning and Setup
- Provision desktops and laptops for new hires and existing employees.
- Install and configure software and hardware components.
- Perform regular maintenance and updates on IT equipment.
- Onboarding and Offboarding
- Manage the IT aspects of onboarding for new personnel, including setting up accounts and access permissions.
- Handle offboarding procedures for departing employees, ensuring the secure removal of access and retrieval of company assets.
- Documentation and Reporting
- Maintain detailed records of technical issues and solutions.
- Generate reports on service desk activities and performance metrics.
- Contribute to the development and maintenance of knowledge base articles.
Skills and Qualifications
- Technical Skills
- Proficiency in troubleshooting and resolving hardware and software issues.
- Experience with provisioning and setting up desktops and laptops.
- Knowledge of IT service management (ITSM) tools and ticketing systems.
- Interpersonal Skills
- Excellent communication skills with the ability to explain technical issues to non-technical users.
- Strong customer service orientation and problem-solving abilities.
- Ability to work effectively as part of a team and independently.
- Organizational Skills
- Strong attention to detail and the ability to manage multiple tasks simultaneously.
- Effective time management and follow-up skills to ensure timely resolution of issues.
- Experience and Education
- Previous experience in a service desk or IT support role is preferred.
- Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
- A degree in Information Technology, Computer Science, or a related field is desirable but not required.
