IT Service Desk & End User Support·Updated on Nov 13·
Full-timeStamford, CT, USA$30.37 - $37.39 /hr
About the Job
Requirements
Must be authorized to work in the United States.
Must live within reasonable driving distance, no more than one hour from Stamford, Connecticut.
Reliable transportation is required, and a valid driver's license is required.
A bachelor's degree in computer science or a related field is required.
At least four years of information technology experience is required.
Previous managed service provider experience or experience supporting an external customer base is required.
Experience with Microsoft 365 administration, Azure Active Directory, and on-premises Active Directory is required.
Familiarity with Group Policy and Conditional Access Policy is required.
Experience with ServiceNow and Automate RMM is required.
Advanced understanding of Windows 10 or higher, Mac OS X, printing systems, network topology, and infrastructure terminology is required.
One or more of the following certifications is required: CompTIA A+, Network+, Microsoft MCP, MS-900, or AZ-900.
A valid driver's license is required.
Must be able to stand or sit for extended periods, bend, kneel, twist, and lift up to 75 pounds.
Must be able to use a computer, handle IT equipment, and communicate with customers.
Must be able to troubleshoot complex problems, analyze root causes, and educate customers in troubleshooting.
Must be able to troubleshoot customer equipment, including customer-premises equipment and computers, inside wiring, and customer products and services.
Must demonstrate customer service skills, diplomacy, tact, empathy, and the ability to handle escalations and high-tension situations.
Must be able to listen actively, ask clarifying questions, and take ownership of reported customer issues.
Must be able to organize and manage time, workload, and timely decisions with minimal supervision in a changing environment.
Must communicate effectively with business users and information technology team members.
Responsibilities
Provide second-level support for clients in the Managed Services team by responding to, troubleshooting, and generating or updating service cases.
Provide desktop technical support for Microsoft business applications, Windows 7 or later, Mac OS X, and peripherals.
Act as the first point of contact for customer service requests and provide phone support when not actively working a case.
Process incoming service requests by phone or other communication methods, creating cases, collecting and evaluating relevant information, and following procedures.
Self-assign and investigate incoming cases, providing immediate solutions when possible.
Escalate cases that cannot be resolved quickly to the appropriate resource, following established procedures.
Enter time and update all work in the ticketing system as it occurs.
Resolve end-user issues, including password resets across supported applications.
Address email issues, including creating distribution lists and shared mailboxes.
Address Apple and Android phone issues using Intune or other mobile device management tools.
Administer security group permissions for file shares, SharePoint, and other applications in accordance with policy.
Troubleshoot network connectivity, printer issues, and collaboration applications.
Provide technical break/fix support for information technology systems deployed in production.
Administer, maintain, and provide second-level support for back-end global information technology systems.
Create and maintain technical documentation on system support models, common issues and solutions, and end-user self-service resources in the knowledge base.
Identify opportunities for continuous improvement of production systems and proactively reduce issues and support calls that interrupt or degrade service.
Keep customers informed of incident or request progress in the ticketing system and notify them of impending changes based on client service-level agreements.
Meet acceptable key performance indicator levels.
Collaborate with dispatchers and the Help Desk Manager to route requests to the appropriate resource for timely resolution.
Enter data for new and active clients in the ticketing system as needed.
Work at client locations onsite as needed and travel to or from the Stamford office and regional client sites as required.
Perform other duties as assigned.
Desired Qualifications
MS-102, AZ-104, or CCNA certification is preferred.
Continually advance technical knowledge through certification courses.
Internal Title: Technical Support Analyst, Tier II
The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.
Key Considerations:
Must be authorized to work in the U.S.
This is a full-time, direct hire position.
Schedule: Monday - Friday, 8:00 AM - 5:00 PM (ET).
On-site: This is an on-site position, Monday through Friday, whether working at a client site or in our Stamford, CT office. Only candidates living within reasonable driving distance (no more than one hour from Stamford) will be considered.
Reliable Transportation is required. This position may need to travel to/from our Stamford office and regional client sites.
Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.
Responsibilities
Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
Function as the first point of contact to the customer for all types of service requests.
Required to be on Phone Support when not actively working a case.
Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
Responsible for entering time and all work with proper updates in ticketing system as it occurs.
Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
Addressing phone related issues (Apple and Android) via Intune or other MDM.
Administering security group permissions on files shares, SharePoint and other applications per policy.
Troubleshoot network connectivity, printer issues, and collaboration applications.
Responsible for technical break/fix support for all ITS Systems currently deployed in production.
Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
Responsible for administration, maintenance and second level support of back-end global ITS systems.
Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
Identification of opportunities for continuous improvement of systems in production.
Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA.
Maintain acceptable KPI’s levels to meet expectations.
Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Data entry may be required for new and active clients on Ticketing system.
Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
Onsite work at client locations will be required as needed.
Other duties as assigned.
Customer Focus
Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
Illustrated diplomacy, tactfulness and empathy when dealing with customers.
Exemplified ability to defuse escalations and high-tension situations.
Well-developed ability to appease customers experiencing service outages and difficulties.
Ability to listen actively and ask clarifying questions to seek understanding.
Experience going above and beyond the duty to delight customers.
Must have a genuine drive for customer satisfaction and retention.
Decision-Making and Self-Management
Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
Skills in troubleshooting, solving problems and root cause analysis.
Excellent organizational and time management skills.
Capability to manage own workload while meeting team goals and business needs of the company.
Proven aptitude to work well in a team or independently with minimum supervision.
Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.
Troubleshooting
Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting.
Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.
Required Certifications, Licenses and Experience
Education: Bachelor’s degree in computer science or related field
IT Experience: 4 years minimum
Previous MSP experience, or experience supporting external customer base
Must have O365 Admin, Azure (AAD) and On-Prem AD experience
Familiar with Group policy and Conditional access policy (CA)
Experience with ServiceNow and Automate RMM
Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
Preferred Certifications: MS 102, AZ 104 or CCNA
Continually advancing your knowledge base through certification courses
Valid Driver's License
Physical Requirements:
Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
Must be able to use a computer, handle IT equipment, and communicate with customers.