Lead - Desktop Support Technician-NYC (Midtown)

Description

Summary: Seeking an L2 Desktop Support Technician with prior experience in MAC & Windows troubleshooting, responsible for monitoring hardware, performing upgrades, installing software, and resolving application issues. Highlights: 1. L2 Desktop Support Technician with MAC & Windows troubleshooting experience 2. Focus on hardware performance, upgrades, and software installations 3. Key role in IT service delivery and problem resolution We have an immediate L2 Desktop Support Technician who has prior experience in desktop support, including troubleshooting support for MAC & Windows. Primary Responsibilities: • Monitor computer hardware performance and diagnose system issues • Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive • Replace worn or defective parts and clean computer hardware according to manufacturers’ specifications • Perform testing of equipment that has been repaired, prior to returning the equipment to the user • Set up new configurations for computers including OS image deployment • Install, configure, and upgrade software applications including rollout project • Troubleshoot and resolve software application and OS related problems • Track and route problems and requests tickets while thoroughly documenting actions and resolutions • Serve as escalation point of contact, identify, prioritize, and further escalate situations requiring urgent attention • Perform system health check and mitigation to meet software and security standards including encryption, patching and backup • Core Client Hardware and Software Environment to include (but not limited to) - Lenovo Think pad laptops, MAC Books, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crash plan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM, Casper Knowledge and Skill Requirements: • Advanced technical skills in installation and troubleshooting of relevant software and hardware • Knowledge and experience of customer IT service delivery, ticketing, and knowledge-based systems • Extensive experience of supporting Office 365 • A+ certification or equivalent years of experience Preferred Certification: Dell, HP, Apple. Key Competencies: • Positive attitude and collaborative approach in working within a team environment • Ability to lead coordination efforts and manage workload efficiencies • Strong customer service skills • Strong oral and written communications • Ability to learn and adapt quickly to changes • Critical thinking and analytical capabilities in troubleshooting and problem solving • Planning, organizing and prioritizing skills • Attention to detail • Ability to be flexible and handle stressful situations at times. • Principals only. Recruiters, please don't contact this job poster. • do NOT contact us with unsolicited services or offers