PC Technician


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Location

NY-New York (Flatiron)

Classification

Full-Time

Description

The PC Technician provides first-level and second-level technical support for staff and systems in the New York offices. Additionally, the PC Technician acts as liaison to IT management to assist and facilitate adoption and deployment of solutions and tools. The PC Technician is also responsible for the processing and follow-through of onboarding and off-boarding requests as assigned for New York and outsourced contract staff.

Essential Functions

• Troubleshoot, diagnose and resolve any incoming calls for assistance from personnel; both internal and outsourced staffing.
• Ensure all aspects of calls are fully and clearly documented in Service Now in a timely manner.
• Process assignments with a focus on meeting KPIs and performance expectations.
• Escalate any issues that they are unable to resolve to the proper level of support.
• Provide proper follow up of all unresolved and escalated issues.
• Develop good relationships and strong communication with users.
• Update and maintain servicing policies and procedures.
• Work hand in hand with the IT Support Teams to deploy and maintain procedures and policies.
• Assess the needs of the organization to identify opportunities to improve performance or address issues.
• Manage the service and support of all hardware systems with the focus on providing stable, secure and viable workstations.
• Process all assigned access requests for new hires, existing users or separations and ensure that all audit requirements are documented, and auditing policies are complied with.

Qualifications

• PC hardware and troubleshooting knowledge
• Knowledge of Windows OS – XP, Mac OS X 10.10+
• Knowledge of Service Now call tracking system a plus
• Working knowledge of wireless networks and devices
• Working knowledge of Cell Phones (IOS and Android) and iPad
• Solid understanding of networking and infrastructure
• Driven by a keen sense of customer service and the commitment to provide the highest level of service
• Excellent verbal/written communication skills
• Strong attention to detail and adept at multi-tasking and balancing priorities
• Demonstrated problem solving abilities, with a willingness to take initiative when faced with a challenge
• Team-oriented with an enthusiastic attitude and an innovative mindset
• Flexibility to travel to different locations to provide support when needed (approximately 10%)
• High school diploma plus Associate degree or technical school certificate required; Bachelor’s degree in Computer Science or a related field, preferred.
• At least 3 years of relevant experience in IT support as a technician, including customer service.
• A+ certification is a plus

 

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