Technical And Desktop Support Specialist

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Technical and Desktop Support Specialist
The candidate will be working closely with other members of the Applications and Support teams to resolve technical issues. Providing second-tier help desk support by phone, desk side and/or remotely. Setting up equipment, i.e., hardware, printers, telephones and peripherals. Tracking information associated with the distribution of laptops, printers, and mobile devices from the Firm's loaner pools. This individual will follow proper procedures to protect the Firm's investment in these devices. Assisting with daily audio-visual setups and checkout of laptops and other equipment, as requested. Providing expert telephone support to our internal clients; troubleshooting a variety of software, hardware and network issues to point of resolution or escalation. Logging internal client's calls, maintaining records and capturing final solutions in the Firm's online ticketing system. Routing calls to the appropriate group for resolution in accordance with established escalation procedures, and providing status reports to internal client throughout the life of an incident. Assisting with familiarizing employees with the firm’s computer systems, software, and phone system. Delivering high quality support in a timely manner to meet internal and external client needs. Candidate must have at least a 2-year certificate from a college or technical school and 3 years of related experience or equivalent. Candidate should have knowledge of Windows 10, Microsoft Office 365, and be familiar with or attend training on other required applications. Ability to lift up to 50 pounds individually, and the ability to crawl under a desk in order to service computers. Ability to work on call-support on a designated weekends throughout the year. Must have high degree of professionalism when interacting with internal and external clients.

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