Support Services Technician

Steve Madden•New York, NY

1d•$26 - $28•Onsite

About The Position

The Support Services Technician is responsible for providing technical support to employees at various company locations. The multi-site environment consists of over 2000 users and is largely based on Microsoft and Apple technologies. A viable candidate will have basic and relevant experience working for a large company as a Help Desk agent and have demonstrated desk-side support and customer-facing skills. This position is based in the office and requires working on-site five days per week.

Requirements

Customer service skills
Ability to interact with management
Process oriented
Excellent written and verbal communication skills
Strong troubleshooting skills and attention to detail
Strong organizational and time management skills
Self-motivated and reliable
Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional [Word, Excel, PowerPoint, Access], Internet Explorer, etc.)
Mobile device support (Apple iOS and Android)

Responsibilities

Basic knowledge of ITIL process
Manage service requests from inception to completion within Service Level Objectives (Service Level Management)
Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience
Work within an ITIL complaint service request management system
Maintain a high level of customer satisfaction
Adhere to inventory management and change management procedures
PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]
Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)
Ability to multi-task, handle multiple high-priorities; balance priorities
Ability to be mobile -- move from building to building
Must be able to improvise in an acceptable manner in order to react to a pressure situation
Must be able to work effectively independently, or as a member of a team
Strong communications and relationship building ability