HelpDesk/ Desktop Support Technician

Brooklyn NY Experis

Helpdesk/ Desktop Support Technician
100% on site – 6 months assignment with possibility of extension.
Location:  Ocean Pkwy Brooklyn New York 11235 United States

Hourly rate 30.00

Position is not open for corp. to Corp.

Job Summary:
The position will report to a UC Assistant Director.

The position provides administrative support, optimization, administration, and technical documentation for either a localized site and/or enterprise network system.
The person in this position will oversees daily support for Unified Communications technologies and will proactively Identifies issues that are often difficult to detect and performs root cause analysis in finding resolution to Unified Communications systems failures or faults. Responsible for managing major projects that impact multiple facilities, clinics, and the availability of mission-critical IT services.
The Desktop Support Technician will serve as front-line, level 1, IT support, which includes seven hospital networks and the corporate office.

Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items.
Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General tasks and responsibilities will include:

  • Hands on experience in architecture/design, implementation & administration of Unified Communications systems.
  • Mobile device procurement iPhone, iPad, and Samsung devices.
  • Working with Telecom carriers during implementations and outages.
  • Perform monthly invoice analysis, validation, and payment approval on all land, long distance, data, and wireless invoices to ensure compliance with vendor contracts.
  • Perform bimonthly mobile device audits to determine if we should select a more cost-effective plan, or need to update our mobile catalog, and communicate concerns to managers.
  • Track and resolve billing disputes/discrepancies with various carriers, present escalation issues, status reports and findings to Director.
  • Manage mobile phone recycle and inventory program.
  • Manage paging systems and equipment (Beepers)
  • Assist in facility’s Send Word Now notifications and systems update.
  • Research past due balances to ensure they are cleared in a timely manner, and ensure credits are received and applied.
  • Maintain an accurate inventory of all telecom circuits, numbers, and equipment.
  • Work directly with vendor to resolve claims in an accurate and timely manner.
  • Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.
  • Day to Day maintenance Cisco Unified Contact Center
  • Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.
  • Assist in configuring and installing various CISCO IP Phone models on CUCM various versions.
  • Perform move adds and changes on Cisco Unity Connection
  • Assist in configuring Agents IP Phones for extension mobility allowing access to the system from all available desktops and IP phones.
  • Attend all Telecommunications and HHC training (VoIP, Media, Breakthrough, Computer training and Customer Service Training)
  •  Perform other duties as assigned.
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  • Minimum Qualifications:
  • Experience providing support of computer hardware, operating systems, networks, and applications
  • Experience installing and configuring computer desktops, laptops, printer, mobile devices and software.
  • Experience troubleshooting and resolving computer and network issues in a multi-office work environment
  • Participate in the implementation of new hardware and products to ensure the application meet the business requirements and the team is trained in their use
  • Excellent problem-solving skills
  • Strong communication skills
  •  Hardware and Software troubleshooting
  • Customer service focused.
  • Experience controlling IT inventory, assets, and deployed software.
  • Experience providing accurate and detail documentation of resolution in the Service Now Ticketing system.
  • Desire to continually learn new technologies and products.
  • Prior experience with ServiceNow ticketing system
  • Demonstrated experience diagnosing and resolving unique, nonrecurring problems associated with application software and operating systems, determining the source of problems and detailing their level, priority and nature.
  • Manage level 1 and 1 1/2 service Incidents/requests from report to resolution.
  • Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2; Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
  • Contribute to the continuous process improvement of the Service Desk Area
  •  Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools.
  • Receive, prioritize, document, and actively resolve end user help requests.
  • Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
  • Track open tickets and monitor ticket progress per SLA, close ticket items when resolve.
  • Follow escalation and paging procedures to ensure SLAs are being met.
  • Provide support and services to users, seeking to resolve as many calls as possible at level 1:
  • Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
  • Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved.
  • Participate in special projects as needed and perform other duties as assigned.
  • Must be able to work independently as well as work as part of a fast-moving team.
  • Must be able to work at various locations, when necessary, along with working various shifts.

Other Preferred Skills:

  • Excellent Customer Service experience
  • Knowledge and experience installing and configuring Windows 7 & 10 desktops in an enterprise environment.
  • Excellent verbal and written communication skills
  • Experience in desktop support and wireless network technologies
  • Ability to work on multiple projects simultaneously.
  • ITIL Certification a plus
  • Capable of lifting and installing equipment up to 50 lbs.
  • Equipment/Machines Operated:
  • General Office equipment (computer, scanner, printer, phones)
  • Extensive experience supporting Microsoft Operating Systems and Office Suite
  • Experience supporting and setup of Droid, iOS, and other PDA devices.
  • Experience supporting internal clients remotely via Remote Control tools such as WebEx and RDP
  •  Experience imaging and deploying new and replacement laptop and desktop equipment.

Educational Level:

  • A Baccalaureate Degree in relevant field from an accredited college or university
  • One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
  • Familiarity with EDP applications and data processing programs; or,
  • A Master’s Degree in Management, Business Administration, Hospital Administration
  • Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
  • A satisfactory combination of education, training, and experience.

To apply for this job please visit itjobpro.com.