Job Description

Location: Onsite - Manhattan,NYC

Contract Duration: 12 Months

Pay Rate: $30 Per hour on W2

Duration: 12+ Months Contract with possible extension

CORE DUTIES:

• Provide first and second-level technical support for hardware, software, network, and application issues, ensuring prompt and effective resolution of technical problems.

• Troubleshoot and resolve incidents in person, via email, chat, and through the Zendesk ticketing system, maintaining high standards of customer service.

• Conduct root cause analysis to identify underlying issues and recommend appropriate long-term solutions to prevent recurrence.

• Accurately document all support activities, updates, and resolutions in the ticketing system to ensure proper recordkeeping and knowledge sharing.

• Collaborate with internal IT teams and subject matter experts to resolve complex technical issues and assist with implementing changes that enhance system reliability and user experience.

• Adhere to ITIL-based incident, problem, and change management processes, ensuring compliance with service management best practices.

• Assist in maintaining and updating knowledge base documentation, making it accessible and user-friendly for both end users and fellow IT support staff.

• Escalate unresolved technical issues to appropriate teams while ensuring timely and clear communication with all stakeholders regarding progress and next steps.

Qualifications, Knowledge, Skills, and Abilities:

• 3-5 years of progressive experience in a Service Desk or IT Support role, with a strong track record of resolving technical issues effectively.

• Proficiency in supporting Windows and/or macOS operating systems, including installation, troubleshooting, and maintenance.

• Experience administering Google Workspace (G Suite) tools, as well as familiarity with device management solutions such as Intune and Jamf.

• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN, enabling comprehensive support for connectivity issues.

• Strong knowledge of ITIL framework and demonstrated ability to apply service management best practices in a dynamic IT environment.

• Demonstrates excellent problem-solving and analytical skills, with a keen eye for detail and a proactive approach to identifying and addressing technical challenges.

• Outstanding interpersonal and communication skills, both written and verbal, with a proven ability to interact effectively with clients, colleagues, and vendor partners.

• Ability to multitask and manage shifting priorities in a fast-paced environment while maintaining high levels of accuracy and service quality.

• A commitment to continuous learning and staying current with emerging technologies relevant to the role.

MINIMUM REQUIREMENTS:

Education & Experience:

• High school diploma or equivalent required; additional technical certifications (e.g., CompTIA A+, ITIL Foundation) are highly desirable.

• At least 3-5 years of experience in an IT Service Desk or IT Support role, preferably in a Tier 2 capacity within a medium to large organization.

Other Requirements:

• Must be able to work in a hybrid support environment that includes on-site and remote assistance.

• Must be willing to participate in an on-call rotation as needed to ensure 24/7 coverage.

• Must maintain a professional appearance and adhere to company dress code and behavioral standards.

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