Technical Support Technician

Title: Technical Support Technician

Location: 110 William Street, New York, NY 10038 (Onsite) Need local

Duration: 12 Months

USC & GC only

Need 3 references

Vendor Qualifications

• 2+ years of hands-on PC and mobile device support experience

• Knowledge of approaches, tools, and techniques for recognizing and resolving technical

(hardware, software, application) problems

• Strong interpersonal skills, problem solving and customer service skills

• Ability to multitask and perform in a high-paced/high-pressure environment

• Ability to work independently or within a group to resolve an issue

• Ability to communicate with different levels of the organization

• Strong team player with service-oriented attitude and customer focus

• Ability to provide effective and efficient real-time support for a variety of desktop

computer users

Scope of Service/ Work

The candidate specific duties will include:

 Provide scheduled and as necessary IT Digital Center Coverage, distribute, and collect

wireless equipment

 Complete final configuration of smartphones, Tablets, laptops, and other information

technology equipment, as necessary

 Assist with walk-ins for all types of Mobile technology issues

 Process and collect documentation as required, including signature

 Identify, diagnose, and resolve Tier II technical problems related to personal computer

hardware, software applications, and mobile devices at assigned site(s)

 Deliver, setup, and configure laptop computer hardware, software, Smart Phones, iPads,

tablets, and peripherals

 Escalate problems (when required) to the appropriately experienced technician

 Learn appropriate software and hardware used and supported by the organization

 Assist in evaluating new technology

 Conduct end user technical training as needed

 Coordinate timely repair of computer equipment covered by the third-party vendor

maintenance agreements

 Field support calls and the emails related to IT support

 Use Service Desk software to manage and prioritize assigned workload and update the

problem tickets with detailed resolution