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Desktop Support Specialist- A/V - New York, NY #6823639

Company: Royal Communications Consultants Inc

Date: 09/21/2019

Category: Telecommunications Services

City: New York, NY



Essential Duties and Responsibilities

  • Provide ITSD and desk side support to all users.

  • A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.

  • Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.

  • Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required.

  • Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.

  • Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.

  • Conduct end-user orientation and training for new hires.

  • Provision and administer user accounts, distribution groups, and security groups in Active Directory.

  • Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.

  • Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), and video conferencing.

  • Process equipment and software requests and record asset information.

  • Hardware/ software lifecycle management.

  • Provide white glove (VIP) and executive support.

  • Perform request fulfillment of moves & staff equipment changes at each location.

  • Assist with regression testing of supported software through OS Patches and Upgrades.

  • Push and install workstation and third party patches.

Education and/or Experience

  • BS/BA degree preferred

  • Required: 2+ years experience in an IT related support position with in-depth knowledge to resolve software, hardware, and networking issues. Experience with both Windows and MAC OS

  • Preferred Certifications: CompTIA A+ certified, ITSDI certified

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