It Support Engineer Position Available In New York, New York

Job Order Number:

DG0206439

Job Title:

It Support Engineer

Company:

TEKsystems Location:

New York, NY

Salary:

Education:

Information Not Provided

Experience:

Information Not Provided

Hours:

Duration:

Full Time, Regular

Shift:

Description:

 DescriptionOne of our clients engages in a range of activities, including investment management, and provides management and operational support, including Finance, Legal, Human Resources, and Information Technology, to a non profit organization.

Position SummaryThis is a customer oriented support role centered on providing first-level technical support towards end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. A tech savvy individual with willingness to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution and deliver on tech requests, tasks and projects are important aspects of this position.

A good understanding and working experience with computers, mobile devices, tech products and software combined with problem solving abilities to diagnose and resolve issues are important criteria to perform in this position.

ResponsibilitiesUser Support Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets. Perform white-glove support of executives in both corporate and residential settings. Monitor and track support requests in the helpdesk ticketing system, and document issues and their resolution. Train users on use of supported hardware, software and services within department and organizational guidelines and standards. Provide after-hours/on-call support as needed.

Hardware & Software Support and Maintenance Setup, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment. Setup, test, deploy and maintain corporate standard computer software. Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes/replacements and optimizations.

Documentation Follow IT departmental documentation, processes, and checklists. Submit documentation of issues, troubleshooting steps taken and their resolution, and new practices in the internal knowledge base. Conduct user training, gather feedback, and update training guides as needed.

Inventory Enter new hardware equipment details, software, and services license info. Track changes, replacements, and repairs.

Ad Hoc Learn new technologies as required for tasks, projects and to administer department and business functions. Handle potential security threats and events with a higher priority.

QualificationsUser Support Experience in customer support interactions in person or remotely. Experience responding to new or open support tickets or from other communication methods such as: email, phone, texts, walk-ins, chat tool or video call. Experience applying basic to intermediate technical capabilities to diagnose and resolve issues.

Hardware Support Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows. Experience supporting Mac desktops, Macbooks, and iOS devices. Experience supporting HP printers. Canon copiers a plus. Experience supporting Android and iOS phones and tablets.

Software Support Experience supporting Windows 10/11 and Mac operating systems. Experience supporting some or all of current corporate standard software: Microsoft Office, Microsoft 365, Zoom, Adobe Acrobat, Edge/Chrome/Firefox Web Browsers, Endpoint agents.

Maintenance Experience performing Windows and Mac updates process for individual machines or using a patch management solution. Experience testing updates and patches before wider deployment to all computers.

Documentation Experience working with documentation or internal knowledge base solutions or structured and organized manual methods. Experience creating, drafting, updating and maintaining technical checklists, processes, and user facing guides, manuals and how to’s.

Inventory Experience wor