Job Description:

Position: Service Desk Specialist

Duration: 12 month(s) Assignment

Location: White Plains, NY 10601

Work Schedule

Monday through Friday ONSITE 7.5 hour work day with .5 hour unpaid lunch Paid for time worked only; there are no paid holidays, vacation, or sick days Overtime is not permitted unless authorized in advanced. Contingent Worker is required to badge in and out of the turnstiles located in the lobby for all daily entrances and exits.

Project Overview

This role will field incoming help desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours.

Job Functions & Responsibilities

* Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner

* Access the Footprints ticketing system to create or resolve tickets

* Ability to RDP into a machine to fix an issue

* Preform password resets

* Resolve any VPN access issues

* Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications

* Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network)

Skills

* Minimum 4 years prior demonstrated experience

* Remote phone support

* Exceptional written and oral communication skills

* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

* Ability to absorb and retain information quickly

* Ability work independently with minimal supervision

* Sitting for extended periods of time

* General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) Software application required to support

* Windows 10

* MS Office (versions 2016/O365)

* MS Outlook (versions 2013/16/ O365)

* Intune & Webmail

* Cisco Jabber / Meeting Place

* Active Directory / Active Roles / Quest Password Manager

* SAP & Maximo - password unlock\resets

* Enterprise\departmental applications specific to client

* Periodically support other IT Groups as needed

Education & Certifications

Associate degree in Information Systems; 4 year college degree is preferred.