IT Support Specialist

Blackstone Talent Group, an award-winning technology consulting and talent agency is seeking a Customer Support Technician - IT I to join our Client's team.

Onsite support for NYC office*

We are hiring an experienced IT Support Specialist to help scale and optimize our business processes,

work with users globally to improve productivity, and provide in-person service at our offices by resolving all

technical issues. You will be a key member of the IT Support team and ensure the best possible user

experience is being provided in every single interaction. You will provide exceptional customer service in your

interactions with all team members through tickets, email, and slack pings. You will be able to multitask and

troubleshoot multiple user issues simultaneously and own ongoing small to medium-project work. The

expectation for this position is that you will apply deep troubleshooting skills and analysis, setting the bar for

providing capabilities facilitating exceptional customer interactions to all team members through tickets, systems,

AV, and other mediums of engagement.

Outcomes

• You will support our core platforms - user support, ticketing, procurement, and provisioning
• You will take ownership of customer issues escalations as a member of the IT support staff

applying your understanding of systems within multiple applications in our tech stack

• Document all processes and update current documentation for the established process
• Complete and document assigned project work and provide updates to ensure accuracy
• Work with other ITS team members to improve efficiency by implementing new processes, tools,

strategies, and automation

Work collaboratively across IT and serve as an ambassador for the IT organization with our internal

stakeholders

Provide the very best customer service experience for all when troubleshooting their

support requests by applying your technical skills, problem-solving abilities, and specialized

knowledge to educate our workforce

• Maintain the asset inventory system and ensure all hardware / software allocations are logged
• Build, configure, ship, receive and maintain hardware assets (computers and mobile devices)

Competencies

• Experience working on a high-volume ticketing system (+4000 PM)
• 2+ years of experience or related experience in administering and maintaining ITSM systems and

related tools

• Extensive experience providing high-caliber support to all levels of staff
• Experience supporting customer IT needs within a global team supporting multiple regions and

time zones

In-depth knowledge of and the ability to perform advanced troubleshooting on macOS, Windows

10, Chrome OS, VPNs, and SaaS applications (Okta, Google Workspaces, Slack, Zoom, O365)

• Provide other services to reduce tickets and ticket closure times
• Work with partners to find efficiencies and implement improvements to our internal systems
• Working knowledge with securing / management of endpoints using JAMF, Airwatch, and InTune
• Extensive experience troubleshooting AV / Conference room and Office Network related issues

Blackstone Talent Group is a wholly owned subsidiary of Blackstone Technology Group, a global IT services and software firm that implements technological solutions across commercial industry verticals and the US Federal Government.

Blackstone's global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC.

We specialize in providing clients the best talent across a variety of industries and sectors.

EOE of Minorities / Females / Veterans / Disabilities