Technical Support Specialist - Five Rivers IT : Job Details

Note: 3 days in New York City, 2 days in Paramus, NJ. The technical support specialist monitors inbound service requests; provides timely updates and resolution to open service requests; troubleshoots end user issues and escalate as needed; performs software installation and hardware repair; researches and implements fixes for new issues; provides remote support, computer imaging and setup; and performs other duties as assigned.

• 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.
• Collaborate with systems administrator and/or infrastructure team.
• Resolve and update Service Requests accurately and timely within the companys 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, training).
• Follow standard operating procedures and provide feedback as necessary (i.e., onboarding, systems access).
• Maintain asset management, such as inventory and end user devices.
• Create and conduct training programs to educate users on all desktop platforms.
• Assist in project work as needed.
• Administer user accounts (Add/Change/Delete).
• Administer device provisioning including mobile devices (using Microsoft Intune).
• Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator.
• Manage printers/copiers/plotters and phone systems (provisioning and troubleshooting).
• Maintain and improve IT processes; analyze tools and maximize tool utilization.
• Analyze tickets and user behaviors to identify opportunities to enhance systems, 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 technical information clearly.
• Travel between NY and NJ offices as needed; support the NY and NJ offices onsite.
• Flexibility for attending or responding to early morning and late night meetings and inquiries.
• Provide after-hours support when needed.

• 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.

• 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.

• BS/BA in computer science, information systems, or related field; or equivalent work experience.
• 2-5 years of IT Helpdesk experience.

Full-time

Information Technology

Internet Publishing

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.