Desktop Support Engineer

Job Details:

ISM Technician – New York – Level 1

Job Description:

Infrastructure Service Management is the key function of the role which would include receiving,  building, configuring, installing, moving, repairing, and decommissioning assets and inventory  management. It will also include project execution in accordance with established operating  instructions. You are expected to work under pressure and on tight timescales. The job entails sitting  as well as working at a computer for extended periods of time. You should be able to communicate  by telephone, email or face to face. You will be part of a learning culture, where teamwork and  collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. This is  a challenging role that provides extensive opportunities for learning new technologies, making new  contacts throughout IT globally, influencing the way the IT department operates, and interfaces  closely with senior IT Management.

Required Qualifications:

• The candidate must be located within commuting distance of New York city or willing to relocate to the area as this is an onsite role.
• You are expected to travel to the office locations in New York metro area and occasionally to service delivery locations. 
• Can work shifts 7a-4p or 10a-7p local time.
• 3+ years of IT support experience with a financial services or Brokerage Firm.
• Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
• Good communication, interpersonal and customer care skills.
• Proven ability to work independently with little supervision as well as in a team environment.
• Technical grasp of strategic platforms such as Microsoft, networks and security, WAN, LAN.
• Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).  
• Ability to work well under pressure and tight timescales
• Strong organizational and problem-solving skills. Knowledge of Windows operating system, applications and computer hardware.
• Experience using ticket management system
• Understanding of ITIL service support and delivery disciplines and methodologies
• Focus on customer service
• Follow client processes and procedures

Primary Responsibilities:

• Actively monitor the ticket queue and managing requests through to completion
• Housekeeping on IT rooms. Supporting events link annual power down - post desk check outs.
• Supports hardware decommissioning events.
• Supports business moves/changes - involvement in early stages
• Setup and installation of temporary training rooms/office wide events - expos.
• Supports work from home hardware requests.
• Manage own workload to ensure that assigned activities are completed within targets
• define within SLA/OLA
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires, res and collect equipment from offboarded employees
• Install, configure and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside business hours and participate in additional weekend work
• Image/re-image computers, configure IP, phones and mobile phones