Technical Support Specialist

The technical support specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned.

Essential duties and responsibilities include but are not limited to :

• Handle break / fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services)
• Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required.
• Collaborates with systems administrator and / or infrastructure team
• Resolve and update Service Requests accurately and timely within the company’s designated platforms and SLA
• Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles.
• Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training)
• Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access)
• Responsible for maintaining asset management, such as inventory and end user devices
• Responsible for creating and conducting training programs to educate our users on all our desktop platforms
• Assist in project work as needed
• Administer user accounts including Add / Change / Delete functions.
• Administer device provisioning including mobile devices ( using Microsoft Intune
• Administer MFA / 2FA authentication services, including Okta and Microsoft Authenticator.
• Printers / copiers / plotters
• Phone systems (work with phone provider on all provisioning and troubleshooting
• Mainting
• Process improvements : o Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization o Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users
• Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products.
• Administer and support VOIP and Video Conferencing solutions
• Provide white glove support for VIP employees, including C-Suite executives
• Repair and recover from hardware or software failures.
• Coordinate and communicate with impacted constituencies.
• Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups.
• Ability to work in front of a computer screen and / or perform typing for approximately 80% of a typical working day
• Ability to travel between offices as necessary.

This position will support the NY and NJ offices onsite

Job Qualifications :

Education / Experience :