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Level 3 Support / Helpdesk Supervisor
Ref No.: 18-00238
Location: New York, New York
Position Type:Contract
Experience Level: 3 Years
Start Date: 06/05/2018
Job Title: Level 3 Support / Helpdesk Supervisor
Location: Midtown, NYC
Job Type: Contract
Duration: Long Term
Contact Info: Janine Kramer - jkramer@techlink.com - 201-786-2427

JOB SUMMARY:
  • Provides initial support for end user inquiries.
  • Is responsible for end user satisfaction.
  • Performs problem determination, installation and MAC (moves, adds & changes) activity on desktop/laptop hardware and software as well as personal printers.
  • Resolves simple to moderately complex issues.
  • Responsible for timely & accurate reporting (reviewing and updating) of assigned problem calls using help desk call tracking software.
  • Provides support to Help Desk Representative Trainees and less skilled Help Desk personnel.
  • Escalates and communicates problems to Tech services, Application Services and Operations. Keeps Manager informed of situations that may require attention.
QUALIFICATIONS:
  • Minimum of 7 years experience working on Apple/PC hardware and software
  • Minimum of 5 years Casper/Jamf Support
  • Experience with Windows 7, 10
  • Experience with Vmware
  • Experience with MS Office 365
  • Experience with Gmail
  • Basic understanding of LANs
  • Apple Certification desired
  • Experience with help desk call tracking tools mandatory e.g. HEAT
  • Self Starter, motivated, great attitude and a team player
  • Able to work flexible hours
  • Excellent communications skills
  • Excellent customer service skills
RESPONSIBILITES:
  • Provide off hour "White Glove” technical support to onsite and remote C-level Executives.
  • Assist with the Installation, configuration and ongoing usability of PC/Apple computers, peripheral equipment and software.
  • Track, record and respond to requests for IT technical support. Technical support will include workstation hardware, application and collaboration software and mobile devices utilizing Windows and Apple operating systems.
  • Deploy PC software fixes, patches, updates for Windows and Apple devices.
  • Lead and assist with root cause analysis as it relates to Desktop/Mac computers and all peripheral devices.
  • Interact with 3rd level IT functional groups and management to ensure solutions are being provided for all escalating tickets
  • Diagnose desktop, laptop & printer problems
  • Configure and install operating systems on desktops & laptops
  • Install and configure common applications such as Microsoft Office Suite,Symantec, VPN etc..
  • Install and configure all associated peripherals such as memory and hard drives
  • Ability to identify network problems from desktop problems
  • Manage end user satisfaction of up to 650 end users
  • Keep call tracking tickets up to date and accurately record resolution of problems
All offers of employment at TechLink, Inc. are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates.

Background checks will include: Social Security Verification, Prior Employment Verification, Professional References, Educational Verification, Criminal History, Motor Vehicle Records and e-verify.