Desktop Support Technician

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About the role

Our client is currently seeking a qualified Desktop Support Technician to join their team onsite in Melville, NY and provide end-user support. Our Techs are responsible for providing onsite support to internal or external customers in resolving basic technology issues. They ensure the proper day-to-day operation of applications and equipment and troubleshoot on-site software and hardware issues on laptops, desktops, tablets, smartphones, and/or printers. They also may resolve support for servers and/or network equipment or perform updates, repairs, upgrades, backups, and other maintenance tasks.

Responsibilities

• Diagnose mechanical, hardware, software, and systems failures using established procedures
• Perform service, repair, and/or installation of computer products including system hardware and software, MFD printers, PCs, laptops, printers, cell phones, tablets, and wired/wireless networking
• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Consistently provide and update notes, feedback, or documentation via the appropriate ticketing systems to track and monitor issues
• Communicate with customers at all levels of technical and non-technical skill sets
• Follow up with end users to provide status updates as per service level guidelines (SLAs)
• Elevate complex and/or high-priority problems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager, etc.)
• Follow all standard operating procedures (SOP) through the effective use of knowledge management
• Work collaboratively with people across the organization
• Able to relocate desktops, printers, and other IT equipment between two buildings as needed (must be able to lift up to 35 lbs.)
• Available to transport devices to client office to support last-minute meeting requirements (e.g., imaged laptop)
• Ability to work across three different office locations and provide on-site support as needed
• Flexible and responsive in handling urgent operational and technology support requests

Requirements

• Associate degree preferred or equivalent experience in Computer Science or Information Technology from an accredited school
• Desktop and/or Infrastructure support experience
• Technical writing competency
• Sound understanding of customer support, operations, and processes
• Able to communicate effectively both written and verbally with key stakeholders, leadership, partners, team members, other organizations, and customers
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Demonstrated capability to achieve results in a fast-paced, client-driven environment
• Strong desire and enthusiasm to serve customers
• Working knowledge of Windows operating systems, networks, databases, and network security concepts and tools
• Working knowledge of the Microsoft Office application suite including MS Outlook and MS Teams

Pay

The rate for this position is between $21.00 - $28.00 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 6 days annually)
• Paid time off (minimum of 10 days annually)
• Paid parental leave (minimum of 10 days annually)
• 401(k)
• FSA/HSA pre-tax benefits

W2 only, no Corp to Corp.