• Service Desk Technician

    Posted Date 2 weeks ago(2 weeks ago)
    Location
    US-NY-New York
    Category
    Support Services
    Experience Level
    Staff
    Shift (Days/Times)
    M-F 8am-5pm
  • Overview

    Under the direct supervision of the Director of Support Services, this position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary.

     

    Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their exceptional active listening, critical thinking and communication skills to resolve client issues while promoting RFA’s brand as a client-centric, full-service technology provider.

    Responsibilities

    • Act as a critical front-line and provide direct support to all RFA Clients.
    • Resolve hardware and software issues by fielding telephone calls and emails, diagnosing problems, and escalating to management when needed.
    • Assist system users by confidently troubleshooting Tier 2 and Tier 3 issues, including: Active Directory, MS Exchange, BES Server, and DNS.
    • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely
    • manner.
    • Interact with RFA Clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
    • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction.
    • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.
    • Perform other duties as assigned.

    Qualifications

    • Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience
    • 3-7 years of related IT experience in an enterprise or server based environment
    • Must have 3+ years of recent help desk/support desk experience
    • Financial services industry and MSP experience preferred
    • Excellent desktop and server troubleshooting skills
    • Strong hands-on experience in Windows Server, MS Exchange, Active Sync, Active Directory, Remote VPN Software, and Microsoft Office Suite
    • Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, and Cisco
    • Impeccable verbal/written communication

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