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Helpdesk Support Technician - Contractor (Level I and II)
Location: Manhattan, NY - Onsite (Park Ave location)

Must have the following :

• Must be open to a long term contract role
• Must have a past military background to be considered for this role.
• 4 years of both Level 1 and 2 support experience, supporting both laptops and desktops.
• Must have tracking system experience, such as ServiceNow or similar.
• Excellent Customer service.
• Friendly personality.
• Primary location is New York, but willing to commute to New Jersey if needed.
Flexible with hours – Bank hours are from 8:30 to 5:00
• - but when there is a Board meeting, the team will have to arrive at 7:30. They have a schedule, so everyone rotates.

Responsibilities :

• Responsible for maintaining and creating new departmental documentation including procedures and desktop instructions.
• Work with other teams to offer support as needed.
• Software installation on servers, desktops, laptops, and mobile devices.
• Assist the Service Desk team with planning, implementation, and completion of annual inventory in the office and collocation facilities for inventory.
• As requested, perform server, desktop, and laptop administration tasks including budget assistance and hardware/software support.
• When assigned, assist with daily activities and distribution to the remainder of the department staff.
• Assist and implement enhancements to department workflow and processes.
• Assist with the planning, implementation, and completion of iOS updates.
• Attend classes and trade shows related to the desktop environments.
• Perform all other duties as assigned.

Education :
Bachelor's degree preferred. Military or work experience may be considered in lieu of education.

Essential Duties :

• Work independently to fulfill the essential functions for Windows desktop administration.
• Configure, implement, maintain, distribute, and document desktop hardware and software.
• Monitor, manage, and document desktop performance.
• Report significant capacity issues in a timely manner to the Service Desk Manager, Service Desk
• Contribute with the creation and maintenance of disaster recovery procedures for desktop environments.
• Provide first-level end-user support.
• Act as an internal consultant to other IT functions and business groups as appropriate.
• Identifies, researches, and resolves the most complex technical problems.
• Application Support (Client-Server and Web-based):
• Work with the vendor and user in the planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, and problem resolution and disaster recovery setup for internet-based applications.
• Support Windows-based applications which run on a desktop environment. This includes, but is limited to, applications such as Office 365, MKinsight, Adobe Suite, FedTrade and Bloomberg.

Security Administration :

• Work with Security Specialists to ensure the hardening of any systems and devices and that patches are being applied as necessary. (ex. desktops, Laptops, and mobile devices)

People Skills

• Communication – demonstrates oral and written communication skills to facilitate and listen in a collaborative manner.
• Analysis – demonstrates analytical & problem-solving skills. Ability to collect, research, organize and present data from varied sources developing logical, justifiable recommendations. Can conform to shifting priorities and timelines.
• Project Management – demonstrates the ability to plan, develop, and coordinate departmental projects. Establishes and maintains effective working relationships at all levels.

Technical Skills
Knowledge of the following operating system:

• Windows OS – Desktop
• Knowledge of security administration as it relates to Windows and Internet applications.
• Knowledge of various network architectures and protocols.
• Knowledge to support LAN and internet environments.
• Knowledge of a Service Desk ticketing system and process (ex. ServiceNow).
• Knowledge of reporting within the ticketing system.

INDH
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