Site IT - Teaneck

Phibro•Teaneck, NJ

7d•Onsite

About The Position

The Site IT - Teaneck is an integral part of our Network and Computing Services team based out of our US - Teaneck, NJ site. This role is responsible for providing end-user support and troubleshooting for Phibro employees. This individual will provide local End User Support for all Conference Rooms, PC Hardware & Software, mobile devices, Printers, user accessibility, and related issues so the local and remote users are able to perform their assigned duties on a daily basis.

Requirements

Minimum 2 years experience in a Desktop Support and Helpdesk/Service Desk environment.
Minimum 2 years experience in networks, operating systems, storage platforms, and virtual servers.
Strong customer service and client support skills.
Working experience with a customer service ticketing system, such as Service-Now.
Ability to multitask and handle multiple priorities.
Ability to work weekends, evenings, holidays, and on-call.
Ability to interface with senior management.
Advanced skills using Microsoft office programs.
Must be proficient using Email, phones, cell phones, and office equipment.
Proficient with Adobe Professional and Microsoft Office Products.
Proven ability to work effectively in a team environment.
Excellent Written and Verbal Communication Skills
Interpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner.
Ability to maintain a positive attitude and treat each client and coworker with courtesy and respect.
Ability to translate client needs into products/services.
Ability to work with multiple departments and a varying portfolio of clients
Able to handle client complaints with calm demeanor and professional attitude.
Able to technically assist and understand client needs and provide problem resolution.
Develop and maintain relationships with internal and external clients.
Must have business acumen, energy and drive, positive attitude, client focused, flexible and empathetic.
Must have planning skills sufficient for establishing work priorities and meeting client commitments.

Responsibilities

Order, Build, and configure new PCs including installation of software along with end user customizations.
Deliver PC to end users with instructions and provide the appropriate orientation.
Maintain inventory of equipment; determine and perform periodic refresh of user equipment (laptop & desktop) based on predetermined schedule.
Manage, monitor, support all AV related equipment and services in the local conference/meeting rooms.
Perform Move, adds, and changes on office phones and systems.
Provide hardware and software support, in person or via the telephone, on a wide range of systems, including workstation hardware, specialized business applications and general productivity software.
Provide answers and solutions to complex questions and problems concerning Windows desktop configuration, networking, printing, and standard desktop hardware and software.
Monitor and update ITSM system for local tickets. This includes managing open tickets and updating end users appropriately on the status of their issue.
Escalate tickets as necessary to management per approved guidelines.
Document and react to any daily operation anomalies including incident reporting, system failures and security breaches.
Address customer complaints and escalations and report them to your manager.
Ensure you meet or exceed all SLAs.
Working with the Service Desk Lead to provide updates to Service Desk Standard Operating Procedures.
Provide white glove support for senior management executives and high-profile customers to ensure their needs are handled expeditiously.
Ensure obsolete equipment is properly disposed of in accordance with Phibro polices.
Local, state, and federal government mandated requirements must be followed on all disposal activities.
Lead and manage local projects, systems and procedures to meet departmental goals.
Provide local support to the Infrastructure and Operations team reacting to local operational status of servers, WAN circuits, routers, network hubs, and switches across the location.