Service Desk Agent/ Desktop Support Technician

QED National
Long island, NY
01 Dec 2024

Vacancy expired!

A NYC agency located in Long Island City, NY is looking for a Service Desk Agent/ Desktop Support Technician for a long term contract.

Candidates should be local and willing to work on site. This position will be on site in Long Island City, NY.

To be considered for this position, the client has advised that upon placement, consultants will be required to abide by the Order of the Commissioner of Health and Mental Hygiene which requires COVID-19 Vaccination for Department of Education Employees, Contractors, Visitors, and Others.

The Commissioner Order can be found by searching: "Order of the Commissioner of Health and Mental Hygiene COVID-19 Vaccination for Department of Education Employees, Contractors, Visitors, and Others."

Requirements and skills

  • Bachelor's degree in Computer Science, Information Systems or related field
  • This individual needs to have excellent verbal skills, maintain a courteous tone of voice and good technical computer troubleshooting skills to handle calls made to our Service Desk and assign any outstanding requests to the appropriate IT work groups
  • Experience with Service Desk ticketing software (BMC RemedyForce preferred)
  • Excellent verbal communication skills
  • Ability to give extensive phone and able to handle high volume of calls
  • Excellent written skills to handle email correspondence
  • Well organized and detail oriented to handle complex tasks and assignments
  • Excellent MS Office skills - Outlook, Word, Excel and PowerPoint
  • Excellent Windows Operating System skills
  • Good basic printer skills
  • Strong Windows Operating System troubleshooting knowledge (Windows 7)
  • Knowledge of Microsoft Office Suite
  • Good team player

The selected candidate will provide the following:

  • The person in this position provides technical support of desktop and laptop computers, software and related technology
  • The individual will be servicing telephone and email requests routed to the agency IT Service Desk
  • He/she will handle assignments including network and application accounts creation, network group and permission assignment and print queue management
  • Activities require interaction with application software and operating systems to diagnose and resolve unique problems
  • The position utilizes one-on-one consultancy to agency staff and management
  • The individual in this position also assists in the maintenance and testing of new computer related equipment
  • The position's responsibilities require independent analysis, communication and problem solving. Work is performed with moderate supervision and requires initiative and judgment
  • Address Service Desk phone and email requests, generating, resolving and routing service requests accordingly
  • Perform PC and printer troubleshooting to determine true nature of problem
  • Successfully interpret and capture information for classifying requests
  • Properly route requests requiring additional approval
  • Configure, rollout and ongoing usability of computers, peripheral equipment and software within established standards and guidelines
  • Troubleshoot hardware and software problems utilizing documentation, online assistance and other staff members when necessary
  • Works with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients
  • Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software
  • Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted
  • Take ownership of tickets assigned to ensure proper follow-up and follow through on issues
  • Trains and orients staff on best practice use of hardware and software
  • Recommends and/or performs upgrades and maintenance on systems to ensure longevity
  • Follow and enforce agency/IT policies and procedures
  • Efficiently manage daily work queue
  • Lifting and transporting computer equipment (i.e. desktop, laptops, and printers)
  • Assist on special projects

About us: QED National is a leading IT consulting, solutions and staff augmentation firm, serving both the public and private sectors for over 28 years. Headquartered in midtown Manhattan, QED National's team is comprised of the brightest minds in the industry with the skills to solve the most complex technological problems.
  • ID: #23700363
  • State: New York Long island 11767 Long island USA
  • City: Long island
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2021-12-01
  • Deadline: 2022-01-30
  • Category: Et cetera