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Desktop Support Technician

Desktop Support Technician

SwoonNew York, NY, US
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Job Description

Job Description

Technical Skills :

Proficiency in hardware, software, and networking

  • Device Types : Bluebird, Zebra, iOS
  • Toshiba

Experience with operating systems :

  • Remedy
  • Zabbix
  • Maquetador - DAM
  • Device Lifecycle : CMDB and Remedy Asset Manager
  • Power BI

    • Knowledge of common software applications (MS Office, Google Workspace).

    Problem-Solving Skills :

  • Strong analytical and troubleshooting abilities.
  • Ability to diagnose and resolve technical issues efficiently.
  • Experience in providing technical support and customer service.

    • Communication Skills :

  • Ability to read, write and speak in Spanish.
  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts to non-technical users.
  • Strong listening skills to understand and address user concerns.

    • Time Management :

  • Ability to prioritize tasks and manage time effectively.
  • Experience in handling multiple support requests simultaneously.

    • Team Collaboration :

  • Ability to work independently and as part of a team.
  • Experience in collaborating with other IT professionals and departments.

    • Documentation Skills :

  • Proficiency in maintaining detailed records of support activities and solutions.
  • Ability to create user guides and documentation such as a FAQ.

    • Expectations :

  • Filter and assign new tickets daily from dashboard
  • Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
  • Decrease number of aged tickets while simultaneously working new tickets
  • Proactive collaboration using Teams channels among colleagues to advance ticket closure
  • Consistent daily follow up with stores to drive ticket closure

    • PURPOSE :

    To assist in daily tasks of the IT Department. Mainly store’s handheld devices.

    KEY RESPONSIBILITIES :

  • Assets management :
  • Configuration of store’s handheld devices : PDAs, iPods, iPads, etc.
  • Reception and evaluation of inbound packages.
  • Maintain inventory status updated (CMDB).
  • Maintain a healthy stock of repaired devices by processing RMAs in a timely manner.
  • Provide technical support to our stores (this may be in person, over the phone or MS Teams)
  • Walk store staff through steps to help them resolve technical problems.
  • Responding in a timely manner to incidents and requests. Mainly for handheld devices.
  • Prioritize and manage many open cases at one time.

    • EXPERIENCE AND QUALIFICATIONS :

  • Previous experience in IT Support Helpdesk (preferred but not required).
  • Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required).
  • Experience with iOS and Android OSto San Francisco and Las Vegas)..

    • SKILLS AND ATTITUDES :

  • IT knowledge.
  • Able to work autonomously with high levels of initiative.
  • Fluent in English (knowledge of Spanish Language is a plus).
  • Good communication and interpersonal skills.
  • Highly organized and prioritization skills.
  • Ability to work in a fast-paced environment under pressure.
  • Strong customer service ethos.
  • Excellent organizational skills.
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    Desktop Support Technician • New York, NY, US