Desktop Support Representative
Overview & Responsibilities
The Technical Support Representative will provide level 2 technical support to our end-users, in our corporate headquarters in New York City. This technology professional will be responsible for all desktop-related items including the deployment of new laptops as well as proactive maintenance, troubleshooting, and tracking/documentation of technical issues. The support will be mostly onsite, but some remote support is also required. The technology professional also participates in desktop-related projects and product deployments, along with working closely with Level 3 & other Tech teams.
- Complete the primary job function within the Client Tech umbrella including, but not limited to, configuring new laptops, working on support tickets, trouble-shooting technical issues, working on project teams to deliver new products/applications to our end users, etc.
- Ability to solve issues across multiple business units
- Images machines and has the ability to determine specific user’s needs based on job role
- Work closely with L1 teams (i.e. Service Desk), other Desktop Teams, and all Paramount Tech personnel to provide quality technical support to our end users
- Effectively communicate technical subject matter to end users & other employees in an easily understood manner
- Organize, prioritize, and solve multiple issues simultaneously in a timely and efficient manner
- Thoroughly documents technical issues and their resolutions
- Provides proper follow up to customers after the resolution has been implemented
- Configures, installs, and deploys hardware for new hires
- Ensure technology assets are maintained in our system of record
- Provides support to users after hours when necessary
- Escalates incidents/requests when needed to senior technicians or proper L3 groups
- Use ServiceNow platform to log all appropriate incidents & requests
- Provide occasional on and off-site support as needed
Basic Qualifications:
- Possesses general knowledge in both Desktop hardware and software (Exceptional knowledge of Microsoft Office applications, including Outlook/Office 365OneDrive, and Office for Mac , general understanding of video conferencing setup and troubleshooting (i.e. Cisco, Zoom))
- General understanding and ability to support/troubleshoot hardware and software.
- Clear and consistent in communicating with users, team, and manager
Additional Qualifications:
- Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field or 1-3 years of experience in a technical support role.
- Technical certifications are a plus
- Ability to support mobile devices
- Basic understanding of network infrastructure
- Ability to take guidance on a project and needing little direction on execution
- The job requires lifting boxes and tech equipment at times
- Can independently handle most routine and non-routine inquiries and issues regarding end user technology
- Ability to think analytically to break down problems and determine a quick resolution
- Job requires being mostly onsite at our 1515 Broadway headquarters, but some remote work will apply
- Ability to perform some travel