Desktop Technician (Tier 2)

Business Information Services•New York, NY

17d•Onsite

About The Position

Desktop Technician (Tier 2) The Information Technology team supports a global work force. The Onsite, Tier 2 Support Technician will be responsible for providing a complete end-to-end solution for any requests or issues coming into the Help Desk. As a member of the Tier 2 Support (T2) Team you will interface daily with the employees, and the internal technology team. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, and thrives on solving user's technical issues in a timely manner. In this exciting position, you'll spend a lot of time gaining comprehensive knowledge to the overall enterprise technology environment within the organization and is a great opportunity to expand your technical skill and grow into the next role. User Technology Support Provide Tier 2 technology support and escalation point for the Tier 1 Help Desk team Support mixed Windows 10 and MacOS environment (75% Windows and 25% MacOS) Support of VIP staff and Executive Team Flexibility to perform other duties as assigned Provide regular day-to-day support as needed Core responsibilities include Ticket & queue management using ITSM tool Ability to communicate technical problems and solutions to a non-technical user base Provide excellent customer service Proficient in problem solving Potential to lead projects that advance the capabilities of technology team Provide ad-hoc off-site support for executive user-base Computer/User/Application Management Manage software deployments User access controls thru Active Directory security groups Manage day-to-day administration of critical systems (MFA, Phone System, MDM, O365, Collaboration tools, etc) Microsoft Office 365 suite, Remote access, Video conference technologies, Printing technologies, Telecommunications - Cisco VoIP phone systems Participate in desktop and laptop hardware lifecycles (replacement planning, imaging, deployment, removal) Implementation of security standards on end user endpoints Working closely with the IT Security Team to ensure their guidelines are followed on the end user computing environment including software updates, vulnerability patching, etc Character Someone who is action oriented, focused on delivering results and centered on providing excellent end-user experience

Requirements

5+ years of IT knowledge and experience/exposure in the following areas:
Experience with desktop security initiatives
Experience using desktop management tools (i.e. SCCM, WSUS, LanDesk, etc.)
Experience with Group Policy and Active Directory management
Understanding of Cloud services like Azure, G-Suite, O365
Experience providing Tier 2/3 support
Demonstrated ability to communicate

Nice To Haves

Experience with data and analytics
Process and documentation knowledge
ITIL Certification
Technical certifications, for instance A+ Certification, Microsoft Certification (MCP or MD-100 and MD-101)
Experience with Intune and JAMF
A team player who can also work independently
Someone passionate about technology
A multi-tasker who is effective and patient under pressure
A problem solver who is able to prioritize
Experience with remote support tools
Learning new technologies as they are deployed
Able to work extended and flexible hours

Responsibilities

Provide Tier 2 technology support and escalation point for the Tier 1 Help Desk team
Support mixed Windows 10 and MacOS environment (75% Windows and 25% MacOS)
Support of VIP staff and Executive Team
Flexibility to perform other duties as assigned
Provide regular day-to-day support as needed
Ticket & queue management using ITSM tool
Ability to communicate technical problems and solutions to a non-technical user base
Provide excellent customer service
Proficient in problem solving
Potential to lead projects that advance the capabilities of technology team
Provide ad-hoc off-site support for executive user-base
Manage software deployments
User access controls thru Active Directory security groups
Manage day-to-day administration of critical systems (MFA, Phone System, MDM, O365, Collaboration tools, etc)
Microsoft Office 365 suite, Remote access, Video conference technologies, Printing technologies, Telecommunications - Cisco VoIP phone systems
Participate in desktop and laptop hardware lifecycles (replacement planning, imaging, deployment, removal)
Implementation of security standards on end user endpoints
Working closely with the IT Security Team to ensure their guidelines are followed on the end user computing environment including software updates, vulnerability patching, etc