Level 2 Desktop Support Technician - Custom Computer Specialists : Job Details

OVERVIEW

CCS is looking for a Level 2 Desktop Support Technician! This person is primarily responsible for providing desk side and phone support to the staff and administration in a college environment, located in the Bronx.

The annual compensation for this role ranges from $45,000 - $52,000. Salary will be determined by many factors including but not limited to qualifications, technical experience and customer service skills.

RESPONSIBILITIES:

* Provide hands-on technical support to all staff and administrators

* Monitor and follow up calls in ticketing queue

* Provide support for hardware/software issues in-person

* Follow up to closed tickets to ensure customer satisfaction

* Provide resolution and assistance to issues related to the network migration

* Network access troubleshooting and repair including Wireless

* Confirm printer access, shared storage access, application access

* Provide resolution and assistance to standard supported applications: MS Office 365, Browser programs, Antivirus and other supported proprietary applications and systems

* Log and update all calls into Ticketing System

* Perform other job-related duties as assigned

QUALIFICATIONS:

* A+ certification

* 3-5 years' experience in hardware and software support

* Industry recognized Help Desk Certification and/or help desk environment experience A PLUS

* Excellent customer service skills

* Excellent verbal and written communication skills

* Ability to work independently and as part of a team

* Outstanding organizational and time management skills.

* Well versed with Microsoft office Suite (Win and Mac versions).

* Strong and consistent work ethic.

* Strong knowledge of Windows operating systems: Windows 10 & 11 and MacOS

* Ability to troubleshoot hardware and software problems

SUCCESS MEASUREMENTS / EXPECTED OUTCOMES

* Client contract renewal / Customer Satisfaction rating.

* Technical Certifications

* 230 days/billable/year (fulfillment of contract)

* Regularly scheduled account updates to Manager.

As this position involves work at the offices of an organization which requires all staff members to be vaccinated against COVID-19, you will need to provide proof of vaccination prior to employment.