IT Support Engineer

NO H1S OR 3RD PARTIES.

ROLE IS ONSITE MONDAY-THURSDAY, REMOTE FRIDAY

HOURS ARE 9:00AM-6:00PM

IT SUPPORT ENGINEER

New York, NY

Position Description

This is a customer oriented support role centered on providing first-level technical support towards end user desktop, laptop, mobile device, application and peripheral installation, configuration and issues. A tech savvy individual with willingness to interact with users live or through other digital communication methods to provide guidance, troubleshooting and issue resolution and deliver on tech requests, tasks and projects are important aspects of this position.

A good understanding and working experience with computers, mobile devices, tech products and software combined with problem solving abilities to diagnose and resolve issues are important criteria to perform in this position.

Responsibilities

User Support

Provide onsite and remote assistance for technical requests, diagnose, troubleshoot and resolve issues, communicate progress, follow up and ensure completion of support tickets.

Perform white-glove support of executives in both corporate and residential settings.

Monitor and track support requests in the helpdesk ticketing system, and document issues and their resolution.

Train users on use of supported hardware, software and services within department and organizational guidelines and standards.

Provide after-hours/on-call support as needed.

Hardware & Software Support and Maintenance

Setup, test, deploy and maintain computer laptops, desktops, printers, mobile devices, office phones and conference room audio/video equipment.

Setup, test, deploy and maintain corporate standard computer software.

Perform user hardware and software version upgrades, security patches, firmware updates, equipment refreshes/replacements and optimizations.

Documentation

Follow IT departmental documentation, processes, and checklists.

Submit documentation of issues, troubleshooting steps taken and their resolution, and new practices in the internal knowledge base.

Conduct user training, gather feedback, and update training guides as needed.

Inventory

Enter new hardware equipment details, software, and services license info.

Track changes, replacements, and repairs.

Ad Hoc

Learn new technologies as required for tasks, projects and to administer department and business functions.

Handle potential security threats and events with a higher priority.

Qualifications

User Support

Experience in customer support interactions in person or remotely.

Experience responding to new or open support tickets or from other communication methods such as: email, phone, texts, walk-ins, chat tool or video call.

Experience applying basic to intermediate technical capabilities to diagnose and resolve issues.

Hardware Support

Experience supporting desktops, laptops, and accessories (monitors, docking stations, webcams, USB devices) running Windows.

Experience supporting Mac desktops, Macbooks, and iOS devices.

Experience supporting Client printers. Canon copiers a plus.

Experience supporting Android and iOS phones and tablets.

Software Support

Experience supporting Windows 10/11 and Mac operating systems.

Experience supporting some or all of current corporate standard software: Microsoft Office, Microsoft 365, Zoom, Adobe Acrobat, Edge/Chrome/Firefox Web Browsers, Endpoint agents.

Maintenance

Experience performing Windows and Mac updates process for individual machines or using a patch management solution.

Experience testing updates and patches before wider deployment to all computers.

Documentation

Experience working with documentation or internal knowledge base solutions or structured and organized manual methods.

Experience creating, drafting, updating and maintaining technical checklists, processes, and user facing guides, manuals and how to's.

Inventory

Experience working with inventory, asset management tools, or Excel.

Requirements

3+ years of experience.

Experience in small to medium-scale environments (under 100 people) preferred.

Boutique financial services, law firm, or family office experience preferred.

Strong interpersonal skills.

Bachelor's degree required; in information technology or related field preferred.

Commitment to delivering timely and professional service to executives.

Strong foundation in diverse platforms.

Demonstrated ability to prioritize work and to complete projects on time.

Experience in highly secure and confidential environments; commitment to maintaining discretion and confidentiality.

Excellent communication skills, both verbal and written.

Must be a service-oriented, team-player eager to respond to requests and assist colleagues at all levels.

Demonstrated strong organizational skills and exercises attention to detail.

Demonstrated ability to collaborate well with others or work independently as the situation warrants.

Commitment to professional ethics and integrity.

Punctuality and regular attendance in office.

In order to build productive relationships across the organization and to ensure effective collaboration, this role requires in-person presence in accordance with the organization's hybrid schedule of working in the office four days per week.

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