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Helpdesk/Desktop Support Technician
Helpdesk/Desktop Support TechnicianSun Technologies • New York, NY, US
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Helpdesk / Desktop Support Technician

Helpdesk / Desktop Support Technician

Sun Technologies • New York, NY, US
6 days ago
Job type
  • Temporary
Job description

CMDB , IOS , iPads , iPods , PDAs , POS , Remedy , Ticketing

Location

New York City

  • , New York

Duration

Expected 12 months contract with possible extension

Job Description

Pay Range : $24 / hr – $25 / hr, the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits :

  • Medical Insurance in compliance with the ACA
  • 401(k)
  • Sick leave in compliance with applicable state, federal, and local laws

    • Note : -

  • Must be located in the greater NY / NJ area, will need to travel into customer HQ on 5th Avenue in NYC for in person meetings and support with IT weekly.
  • Must be able to support Pacific / West Coast hours virtually on some days.
  • MUST be able to come into the office M-Th 9AM to 6PM and Fridays be able to work virtually and cover their West Coast stores and work 11AM to 8PM on Fridays.
  • Note they are asking this time for someone who can read, write, and speak Spanish in addition to English.
  • Need candidates who can communicate with their IT team in Spanish and be able to read the documents / instructions / materials that are mostly all in Spanish.
  • Must have their own laptop / desktop
  • Must have access to transportation for possible local in person interaction

    • Requirements :

  • Technical Skills :

    • – Proficiency in hardware, software, and networking

  • NCR
  • Toshiba

    • – Experience with operating systems :

  • Remedy
  • Device Lifecycle : CMDB and Remedy Asset Manager
  • Power BI

    • – Knowledge of common software applications (MS Office, Google Workspace).

  • Problem-Solving Skills :

    • – Strong analytical and troubleshooting abilities.

    – Ability to diagnose and resolve technical issues efficiently.

    – Experience in providing technical support and customer service.

  • Communication Skills :

    • – Ability to read, write and speak in Spanish.

    – Excellent verbal and written communication skills.

    – Ability to explain technical concepts to non-technical users.

    – Strong listening skills to understand and address user concerns.

  • Time Management :

    • – Ability to prioritize tasks and manage time effectively.

    – Experience in handling multiple support requests simultaneously.

    – Ability to work independently and as part of a team.

    – Experience in collaborating with other IT professionals and departments.

  • Documentation Skills :

    • – Proficiency in maintaining detailed records of support activities and solutions.

    – Ability to create user guides and documentation such as a FAQ.

    – Filter and assign new tickets daily from dashboard

    – Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer

    – Decrease number of aged tickets while simultaneously working new tickets

    – Proactive collaboration using Teams channels among colleagues to advance ticket closure

    – Consistent daily follow up with stores to drive ticket closure

    Purpose :

    To assist in daily tasks of the IT Department. Mainly store's handheld devices.

    Key responsibilities :

  • Assets management :
  • Configuration of store's handheld devices : PDAs, iPods, iPads, etc.
  • Reception and evaluation of inbound packages.
  • Maintain inventory status updated (CMDB).
  • Maintain a healthy stock of repaired devices by processing RMAs in a timely manner.
  • Provide technical support to our stores (this may be in person, over the phone or MS Teams)
  • Walk store staff through steps to help them resolve technical problems.
  • Responding in a timely manner to incidents and requests. Mainly for handheld devices.
  • Prioritize and manage many open cases at one time.

    • Experience and qualifications :

  • Previous experience in IT Support Helpdesk (preferred but not required).
  • Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required).
  • Experience with iOS and Android OSto San Francisco and Las Vegas).

    • Skills and attitudes :

  • IT knowledge.
  • Able to work autonomously with high levels of initiative.
  • Fluent in English (knowledge of Spanish Language is a plus).
  • Good communication and interpersonal skills.
  • Highly organized and prioritization skills.
  • Ability to work in a fast-paced environment under pressure.

    • J-18808-Ljbffr

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