Hands-on work experience with the following:
•    Windows 7/10
•    Windows Servers
•    Apple IOS and OS
•    Apple iPhone. Mac and enterprise solutions
•    MS Office 2013
•    MS Outlook/Exchange
•    Dell, Lenovo, HP laptops & desktops
•    Mobile devices (iOS, Android phones and tablets)
•    Mobile Device Management (Mobile Iron)
•    Cloud Applications (Box, Concur, Azure)
•    Cisco IP phone systems (7960 series)
•    Cisco Webex & Jabber
•    Networked Printers
•    Cisco/Tandberg Video Conferencing Systems
•    Remote desktop connectivity applications: RDP, pcAnywhere, logmein.
•    Imaging utilities.
•    Internet browsers (e.g. Explorer, Chrome, Firefox)
•    VPN and remote dial-in users
•    Ability to diagnose and troubleshoot technical issues
•    Incident Management System (Serena, Heat, CA etc…)

Core Responsibilities
•    Provide hardware / software / network problem diagnosis & resolution via telephone or in person for end users.
•    Use the H&S designated Incident Management System to document and manage problems, work requests and their respective resolutions and circumventions.
•    Use acquired skill and experience to fix technical issues as well as providing customers with proper communication, feedback and assurance.
•    Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
•    Create documentation and training on new hardware, software, workflows and procedures.
•    Work on assigned projects ranging from software and hardware deployments, office moves, upgrades, etc. Work entire projects through all phases of development to project completion.
•    Work with vendors on potential software and hardware solutions. Provide vendor management during third party projects, deployments and break-fixes.
•    Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
•    Training: Be willing to participate in on the job and other training designed to enhance skills and support capabilities.
•    Inventory Management: ability to manage a small inventory of replacement pcs, mobile phones and repair components to proactively accommodate end user issues. Ability to properly determine the correct hardware and software for users.
•    Ability and willingness to work flexible hours from time to time in 24x7 environments.
•    Focused on meeting or exceeding current SLA’s including customer satisfaction.
•    Keep up-to-date on new technologies and end customer technologies.

Education
College degree, or equivalent experience preferred.

Experience
Minimum 3 - 5 years’ experience in help desk support. Strong preference for experience providing hands on technical support in a high profile multi-location professional services firm such as executive search, financial services, law firms etc…

All your information will be kept confidential according to EEO guidelines.