2100-1 Engineering Technical - Desktop Support Technician

Overview

On Site
Contract - W2
Contract - 31 day((s))

Skills

Power BI
Networking
IOS
NCR
software
Zabbix
Proficiency in hardware
Device types: Bluebird
Zebra
Toshiba
Experience with operating systems: Remedy
Maquetador DAM
Device Lifecycle: CMDB and Remedy Asset Manager

Job Details

Job Title: Desktop Support Technician
Location: New Jersy, NJ
Duration: 12 Months

Our client, a leading retail company, is seeking a bilingual (Spanish/English) IT Support Specialist to provide comprehensive technical assistance, primarily for in-store handheld devices. This role requires a strong blend of technical expertise, problem-solving skills, and exceptional communication.

The position is based in the greater NY/NJ area and requires weekly in-person presence at the customer's HQ on 5th Avenue in NYC. Flexibility is key, as the role involves supporting West Coast hours virtually on some days and a shifted schedule on Fridays to cover West Coast stores (11 AM - 8 PM EST).

Key Responsibilities:

  • Technical Support: Provide in-person, phone, and Microsoft Teams support to stores, with a primary focus on handheld devices (PDAs, iPods, iPads, Bluebird, Zebra).

  • Asset Management: Configure devices, receive and evaluate inbound packages, maintain accurate inventory in CMDB, and process RMAs efficiently.

  • Ticket Management: Filter, assign, and update daily tickets, actively decreasing aged tickets while managing new requests.

  • Collaboration: Proactively communicate with colleagues via Teams and follow up with stores to ensure timely ticket closure.

  • Documentation: Maintain detailed records of support activities, solutions, and create user guides/FAQs.

Required Skills & Qualifications:
  • Bilingual Proficiency: Must be fluent in reading, writing, and speaking Spanish and English to communicate with the IT team and interpret technical documents.

  • Technical Acumen:

    • Proficiency in hardware, software, and networking.

    • Experience with devices like Bluebird, Zebra, iOS, NCR, Toshiba.

    • Familiarity with operating systems and tools such as Remedy, Zabbix, Maquetador DAM, CMDB, Remedy Asset Manager, and Power BI.

    • Knowledge of MS Office and Google Workspace.

    • Preferred but not required: Previous IT Support Helpdesk experience and familiarity with Microsoft OS W10, MS Office 365 Suite, iOS, and Android OS.

  • Problem-Solving: Strong analytical, troubleshooting, and diagnostic abilities to efficiently resolve technical issues.

  • Communication: Excellent verbal and written communication, with the ability to explain technical concepts clearly to non-technical users.

  • Organizational Skills: Highly organized with strong time management, prioritization, and the ability to handle multiple requests in a fast-paced, high-pressure environment.

  • Customer Service: A strong customer service ethos, demonstrating patience and empathy.

  • Team Collaboration: Ability to work both independently and as part of a team.

Work Environment & Expectations:
  • On-site Presence: Required in NYC HQ M-Th, 9 AM - 6 PM.

  • Friday Schedule: Virtual work, 11 AM - 8 PM EST, to cover West Coast stores.

  • Personal Equipment: Must have your own laptop/desktop.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.