Technical Support Specialist

Role: Technical Support Specialist
Location: 3 days in New York City, 2 days in Paramus, NJ

The technical support specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned.

Essential duties and responsibilities include but are not limited to:

Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services)

Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required.

Collaborates with systems administrator and/or infrastructure team

Resolve and update Service Requests accurately and timely within the company's designated platforms and SLA

Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles.

Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training)

Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access)

Responsible for maintaining asset management, such as inventory and end user devices

Responsible for creating and conducting training programs to educate our users on all our desktop platforms

Assist in project work as needed

Administer user accounts including Add/Change/Delete functions.

Administer device provisioning including mobile devices ( using Microsoft Intune

Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator.

Printers/copiers/plotters

Phone systems (work with phone provider on all provisioning and troubleshooting

Mainting

Process improvements:

o Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization

o Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users

Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products.

Administer and support VOIP and Video Conferencing solutions

Provide white glove support for VIP employees, including C-Suite executives

Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies. Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups.

Ability to work in front of a computer screen and/or perform typing for approximately 80% of a typical working day

Ability to travel between offices as necessary. This position will support the NY and NJ offices onsite

Flexibility for attending or responding to early morning and late night meetings and inquiries

Ability to provide after-hours support when needed

Cybersecurity

Collaborate with cybersecurity team and managed service provider on UE cybersecurity initiatives, including the vulnerability management program, risk management program, and remediations.

Assist with Disaster Recovery and business continuity plan as it relates to technology as needed

Report cyber-attacks

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

Job Qualifications:

Experience with cloud technology including Azure and M365

Excellent technical knowledge of desktop/laptop hardware and mobile devices

Working technical knowledge of network protocols and operating systems

Excellent knowledge of Active Directory

Experience with helpdesk and remote control tools

Technical certifications are a plus, but not required.

Education/Experience:

Required

BS/BA in computer science, information systems, or related field; or equivalent work

2-5 years of IT Helpdesk experience