Support Services Technician - Steve 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 MondaySunday 8:00am12:00am.Major Responsibilities: Basic knowledge of ITIL processCustomer 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 experienceWork within an ITIL complaint service request management systemMaintain a high level of customer satisfactionAdhere to our inventory management and change management proceduresPC 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 prioritiesAbility to be mobilemove from building to buildingMust be able to improvise in an acceptable manner in order to react to a pressure situationMust be able to work effectively independently, or as a member of a teamStrong communications and relationship building abilityJob Specific Requirements:Customer service skillsBachelor's degree in computer science or related fieldBasic 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 managementProcess orientedExcellent written and verbal communication skillsStrong troubleshooting skills and attention to detailStrong organizational and time management skillsSelf-motivated and reliableSalary 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