Desktop Support Specialist - New York, United States - HamayaGroup

HamayaGroup

Verified Company

New York, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Utilizing the Service Now tool to manage incident tickets to resolution.

Provide high quality technical support to quickly resolve tickets
Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Windows Certification and experience in support of both Windows and iOS based machines.
Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
Add/modify/delete users, groups and roles
Password and license management
Utilize Multimeter
Auto Vehicle, Locating, Systems and Drivecam Installation
12 and 24volt Technology

Excellent customer service and telephone communication skills.

Experience in using active directory, making technical config changes on backend systems without disruption.
Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
Problem solving skills.
Analytical skills to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and lifecycle of Knowledge Management activities
Knowledge of ITIL governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong analytical skills
Strong focus on detail, documentation development and quality assurance

Job Types:
Full-time, Contract

Pay:
$ $28.00 per hour

Experience level:

2 years
3 years
4 years
5 years

Schedule:

Monday to Friday

Experience:

- iusing active directory, making technical config changes: 3 years (required)
- manage incidents tickets: 3 years (required)
- support of both Windows and iOS based machines: 3 years (required)

Desktop support: 5 years (required)
Breakfix: 3 years (required)

Work Location:
In person