Service Desk Technician

Job Title : SERVICE DESK TECHNICIAN ( Only W2 Consultants)

Location : Long Island city, NY

Duration : Long Term

Responsibilities :

• Address Service Desk phone and email requests, generating, resolving and routing service requests accordingly.
• Perform PC and printer troubleshooting to determine true nature of problem.
• Successfully interpret and capture information for classifying requests.
• Properly route requests requiring additional approval.
• Configure, rollout and ongoing usability of computers, peripheral equipment and software within established standards and guidelines.
• Troubleshoot hardware and software problems utilizing documentation, online assistance and other staff members when necessary.
• Works with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.
• Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment, applications and software.
• Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.
• Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.
• Trains and orients staff on best practice use of hardware and software.
• Recommends and / or performs upgrades and maintenance on systems to ensure longevity.
• Follow and enforce policies and procedures.
• Efficiently manage daily work queue.
• Lifting and transporting computer equipment (i.e. desktop, laptops, and printers).
• Assist on special projects.

Required Skills :