Reference: CCD

GENERAL FUNCTION

The Campus Support Technician is responsible for supporting all technical services within the Clients NYC offices. The technician will provide and maintain white glove service to all onsite Executives daily. The successful candidate follows procedures related to the identification, prioritization, and resolution of incidents and requests for service within our ITSM. The technician will help assist the Service Desk team effectively to consistently achieve operational excellence targets, and maintain the highest levels of customer satisfaction and stellar support experience for our user base. The technician will support digital tools and audio-visual equipment including but not limited to Microsoft Teams, Zoom, and Magic Info. The candidate will support executive and large meetings related to these platforms in collaboration with internal and external attendees.

MAJOR DUTIES AND RESPONSIBILITIES

· Responsible for supporting all software applications and IT hardware including PC and Mac, LDAP, AD, Microsoft Teams Rooms with Logitech and other Video Conference equipment.

• Responsible for the management, set up and installation of mobile devices and software for new users including asset management, assigning application access, ensuring that appropriate security and system configurations are compliant with company standards.
• Provide technical support and guidance to users; responds to all user requTests promptly and follows-up as necessary to ensure satisfactory resolution of IT support requests.
• Log, track and resolve Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – EL HDA Platform
• Respond to support requests and communicate with end users throughout the support lifecycle via EL HDA ticketing system.
• Troubleshoot application performance issues, recommend upgrades, patches and new applications and equipment.
• Support meetings, video conferences, AV Equipment, Digital Screens, and Mobile Devices
• Must be able navigate multi-location environment with agility and flexibility.

BASIC QUALIFICATIONS

· Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OS, PC, Mac, Active Directory, LDAP

· Experience supporting C Level Executives

· Office 365, Microsoft 2FA, Cisco AnyConnect VPN

· Must have strong collaboration, organizational, time management skills, and ability to work independently under limited supervision.

· Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills.

· Minimum 5 years’ experience in an IT service desk environment providing deskside support.

• Bachelor’s degree in computer science/technical discipline preferred; computer systems or A+ certifications are a plus or equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

· ITIL Certification

· Practical Knowledge Microsoft Teams Rooms

Job Types: Full-time, Permanent

Pay: $33.06 - $36.06 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• New York, NY 10018: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Required)
• Windows: 1 year (Required)

Work Location: In person

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