SummaryDavid Yurman is seeking an exceptional Service Desk Technician who will assist in the resolution of end user hardware and software technology related issues while providing first class customer service.
Responsibilities- Support the installation and maintenance of end user hardware, OS, and enterprise applications.
- Resolve tier 1 and 2 incidents, requests, and escalations via IT ticketing system, in person or emails.
- Follow up with customers to ensure satisfactory service and guide them through problem-solving processes.
- Diagnose system related errors and other issues.
- Provide hands-on support and troubleshooting of video conferencing platforms in Vestry and Lyndhurst offices.
- Manage administration and support of user accounts and email provisioning, software packaging, patch management, and OS update management.
- Maintain operating procedures and processes for consistency and security across end-user environments.
- Write, edit, and revise knowledge base articles for new/updated software and processes in ITSM ticket portal.
Requirements- Highly proficient with desktop, mobile, and server operating systems including associated applications and hardware peripherals.
- Patient, friendly demeanor with a great aptitude for listening.
- Working knowledge of Microsoft SCCM, JAMF, or related device management tools.
- Ability to work effectively with end users of varying technical skills.
- Excellent analytical and technical skills with strong written, verbal, and interpersonal skills.
- Experience supporting video conferencing systems for medium to large conference rooms.
- Knowledge of ITSM methodology and supporting tools, preferred Freshdesk.
- Bachelor’s degree in Computer Science, Technology Systems Engineering, or equivalent experience required.
- Relevant certifications such as Microsoft, CompTIA, ITIL are a plus.
- Must be willing to commute between Vestry (NY) and Lyndhurst (NJ) offices.
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