Support Services Technician - Steven Madden : Job Details

General Summary:

The primary responsibility for this position is to provide technical support to our employees that reside at various locations throughout company. Our multi-site environment consists of 2000+ users and is largely based on Microsoft and Apple technologies.

A viable candidate will have basic and relevant experience working for a large company as a Help Desk agent and have demonstrated desk-side support and customer-facing skills.

The position will be based out of New York City and spent supporting the organization's other facilities located throughout the United States and International. This is a full-time position, with a flexible schedule/swing shift Monday -- Sunday 8:00am -- 12:00am.

Major Responsibilities:

* Basic knowledge of ITIL process

* Customer advocate/Manage service requests from inception to completion within Service Level Objectives (Service Level Management)

* Advanced customer service skill set/ability to meet with users directly, solve their issues, and leave the user with a very positive experience

* Work within an ITIL complaint service request management system

* Maintain a high level of customer satisfaction

* Adhere to our inventory management and change management procedures

* PC Imaging and deployment [Image, inventory, deploy, content migration, user orientation]

* Provide timely reports to IT management (Critical issues, SLO breaches, Service Opportunities, etc.)

* Ability to multi-task, handle multiple high-priorities; balance priorities

* Ability to be mobile -- move from building to building

* Must be able to improvise in an acceptable manner in order to react to a pressure situation

* Must be able to work effectively independently, or as a member of a team

* Strong communications and relationship building ability

Job Specific Requirements:

* Customer service skills

* Bachelor's degree in computer science or related field

* Basic experience with Microsoft desktop operating systems and Office Automation tools (Office 2013/2016 Professional [Word, Excel, PowerPoint, Access], Internet Explorer, etc.)

* Mobile device support (Apple iOS and Android)

* Ability to interact with management

* Process oriented

* Excellent written and verbal communication skills

* Strong troubleshooting skills and attention to detail

* Strong organizational and time management skills

* Self-motivated and reliable

Salary Range: The pay range of this position is $24 - $28/Hr. Actual rate will be determined based off candidate's skill sets, years of experience, and other job-related factors. This range does not include benefits such as health insurance, paid time off, 401K, and additional company benefits