Service Desk Agent/ Desktop Support Technician

QED National
Long island, NY
12 Feb 2025

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
  • Experience with Service Desk ticketing software (BMC RemedyForce preferred)
  • Excellent verbal communication skills
  • Ability 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.
  • Good team player

Responsibilities

  • Respond to incidents reported by end users related to application/product issues
  • Manage problem logs with software vendor
  • Perform appropriate software application troubleshooting to determine true nature of problem, and utilizing documentation, online assistance and expertise of other staff members, when necessary.
  • Successfully interpret and capture information for classifying requests.
  • Properly route requests requiring additional approval.
  • Work with external vendor support services and systems to resolve software application issues
  • Escalate complex or troublesome issues to software vendor and/or to the appropriate IT application management team
  • Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
  • Trains and orients staff on best practice use of software applications supported
  • Follow and enforce agency/IT policies and procedures.
  • Efficiently manage daily work queue.
  • The person in this position provides technical support for construction-related technology.
  • The individual will be servicing telephone and email requests routed to the agency IT Service Desk.
  • 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 work groups within the IT and Construction Management departments.
  • 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 position's responsibilities require independent analysis, communication and problem solving.
  • Work is performed with moderate supervision and requires initiative and judgment.

About us: QED National is a leading IT consulting, solutions and staff augmentation firm, serving both the public and private sectors for over 29 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: #49161970
  • State: New York Long island 11767 Long island USA
  • City: Long island
  • Salary: $25 - $30 per hour
  • Job type: Contract
  • Showed: 2023-02-12
  • Deadline: 2023-04-12
  • Category: Et cetera