Technical Support Specialist

General Purpose of Job/Summary:
Note- 3 days in New York City, 2 days in Paramus, NJ

The technical support specialist monitors inbound service requests; provide timely updates and resolution to open service requests; troubleshoot end user issues and escalate as needed; perform software installation and hardware repair; research and implement fixes for new issues; provide remote support, computer imaging and set up; and perform other duties and projects as assigned.

Essential duties and responsibilities include but are not limited to:

• Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services)

• Provide first and second tier knowledge and support of all client applications and escalate infrastructure issues when required.

• Collaborates with systems administrator and/or infrastructure team

• Resolve and update Service Requests accurately and timely within the company’s designated platforms and SLA

• Provide documentation of resolutions within the Knowledge Base and assist with publishing Knowledge Articles.

• Ensure end-user experience meets the expectations of the organization, (i.e. employee onboarding and offboarding experience and training)

• Follow standard operating procedures and provide feedback as necessary (i.e. onboarding, systems access)

• Responsible for maintaining asset management, such as inventory and end user devices

• Responsible for creating and conducting training programs to educate our users on all our desktop platforms

• Assist in project work as needed

• Administer user accounts including Add/Change/Delete functions.

• Administer device provisioning including mobile devices ( using Microsoft Intune

• Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator.

• Printers/copiers/plotters

• Phone systems (work with phone provider on all provisioning and troubleshooting

• Mainting

• Process improvements:

o Analyze tools used by the organization and find ways to fully utilize the existing tools within the organization

o Analyze tickets, and user behaviors and identify opportunities to enhance the system, processes or educate users

• Administer Office 365 users including E-Mail, SharePoint, OneDrive and all Office products.

• Administer and support VOIP and Video Conferencing solutions

• Provide white glove support for VIP employees, including C-Suite executives

• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies. Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups.

• Ability to work in front of a computer screen and/or perform typing for approximately 80% of a typical working day

• Ability to travel between offices as necessary. This position will support the NY and NJ offices onsite

• Flexibility for attending or responding to early morning and late night meetings and inquiries

• Ability to provide after-hours support when needed

Cybersecurity

• Collaborate with cybersecurity team and managed service provider on UE cybersecurity initiatives, including the vulnerability management program, risk management program, and remediations.

• Assist with Disaster Recovery and business continuity plan as it relates to technology as needed

• Report cyber-attacks

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

Job Qualifications:

• Experience with cloud technology including Azure and M365

• Excellent technical knowledge of desktop/laptop hardware and mobile devices

• Working technical knowledge of network protocols and operating systems

• Excellent knowledge of Active Directory

• Experience with helpdesk and remote control tools

• Technical certifications are a plus, but not required.

Education/Experience:

Required

• BS/BA in computer science, information systems, or related field; or equivalent work

• 2-5 years of IT Helpdesk experience