Tier 2 Desktop Support Technician
AE Backoffice LLC, New York, NY
MS365, PDQ, AD, Zendesk, Executive support
Full Time, C2H Independent, C2H W2
$45K – $65K
Telecommuting not available Travel required to 25%.
The Desktop Support Technician is responsible for providing quality support services to 300+ users across multiple sites. This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users from Associate to C-Suite.
The role will require the individual to interface directly with several software platforms to ensure the rest of the support team is meeting the business needs. The role is also responsible for proactive communication with the helpdesk team and IT Management.
Deliver high-quality support to all end-users in a courteous professional manner.
Field incident phone calls and emails from end users.
Leverage Zendesk Support platform to manage incident and problem workflows.
Troubleshoot basic network and telecommunications connectivity issues
Support of desktop technology and desktop applications in Windows environments including remote access tools.
Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite, mobile devices, printers and other applications
Strong analytical and problem-solving skills are a must as well as the ability to work well independently.
Understand and evaluate end-users needs and develop creative technical solutions with management to meet them.
Support projects that evolve as a result of firm-wide technical initiatives
Strong communication skills.
Ensure end-users are informed of issue status through resolution; escalate to the appropriate technology teams when necessary.
Minimum of five years of progressive technical support experience
Bachelor s degree preferred.
Knowledge of Active Directory, Exchange, PDQ, and remote support tools
Comprehensive knowledge of Windows-based desktops and the key applications Outlook, MS Office, etc…
Moderate understanding of mobile technology.
Must have excellent written and verbal communications skills as well as strong customer service experience.
Process and detail-oriented individual.
Must demonstrate an ability and interest in having a hands-on approach to user support.
Experience in supporting servers and data centers a plus.
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