Job Details

  • ID#37680600
  • Address 10001 , New york city,

    New York

    New york city USA
  • Job type

    Permanent

  • Salary USD Depends on Experience Depends on Experience
  • Hiring Company

    DBI Staffing

  • Showed04th April 2022
  • Date02nd April 20222022-04-02T03:00:00-0400
  • Deadline01st June 2022
  • Category

    Technical support

IS Support Technician

Position Summary The IS Support Technician provides second level support to end-users regarding IT incidents and service requests. This role is critical in meeting the Department objectives for providing high quality customer service and technical support for supported technologies; ensuring service levels are met or exceeded.

Reporting Structure: The IS Support Technician will report to the Desktop, Applications and Mobile Support Manager.

Principal Duties and Responsibilities
  • Provide 2nd level support for all Firm related mobile and desktop hardware and software.
  • Track all incidents and service requests in Help Desk ITSM system.
  • Maintain detailed and accurate notes on all incidents, this includes but is not limited to symptoms, error message and troubleshooting steps taken.
  • Maintain ownership of all incidents through resolution including regular follow-up with escalation groups and customer.
  • Use of the tools and knowledge available to effectively troubleshoot and resolve issues.
  • Escalate incidents and problems you are unable to resolve to the appropriate support/engineering teams.
  • Adhere to all Firm defined operation level agreements, procedures and policies.
  • Contribute to Help Desk ITSM Knowledgebase.
  • Facilitate project related tasks to completion.
  • This role will be part of the team responsible for quality control related testing of desktop and mobile environments.
  • Actively engage in testing software and hardware updates, patches, and new applications etc. to ensure that stable, useable high quality product is delivered to the end user.
  • Document and report testing results in accordance with the Department procedures.
  • Develop and maintain expert knowledge in the Firm supported end user applications and hardware.
  • Develop and maintain superior customer service and incident management skills.
  • Assume additional responsibilities as requested.
  • Apply This Job

    Similar jobs

    Desktop Support Technician (Must have JAMF or Apple certification)

    Techtriad Team - T3 - Desktop Support Technician (Must have JAMF or Apple certification)

    Desktop Support Technician (Must have JAMF or Apple certification)

    Techtriad Team - T3 - Desktop Support Technician (Must have JAMF or Apple certification)

    Desktop Support Technician (Must have JAMF or Apple certification)

    Techtriad Team - T3 - Desktop Support Technician (Must have JAMF or Apple certification)

    Desktop Support Technician (Must have JAMF or Apple certification)

    Techtriad Team - T3 - Desktop Support Technician (Must have JAMF or Apple certification)