Five Rivers IT, Inc
Overview
Note-3 days in New York City, 2 days in Paramus, NJ. The technical support specialist monitors inbound service requests; provides timely updates and resolution to open service requests; troubleshoots end user issues and escalates as needed; performs software installation and hardware repair; researches and implements fixes for new issues; provides remote support, computer imaging and setup; and performs other duties and projects as assigned. Essential duties and responsibilities
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, including employee onboarding and offboarding experience and training Follow standard operating procedures and provide feedback as necessary (e.g., onboarding, systems access) Maintain asset management, such as inventory and end user devices Create and conduct training programs to educate users on all desktop platforms Assist in project work as needed Administer user accounts (Add/Change/Delete) Administer device provisioning including mobile devices (using Microsoft Intune) Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator Printers/copiers/plotters Phone systems (coordinate with phone provider on provisioning and troubleshooting) Maintaining and driving process improvements Analyze tools used by the organization and find ways to fully utilize existing tools Analyze tickets and user behaviors to 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 writing 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
BS/BA in computer science, information systems, or related field; or equivalent work 2-5 years of IT Helpdesk experience
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Note-3 days in New York City, 2 days in Paramus, NJ. The technical support specialist monitors inbound service requests; provides timely updates and resolution to open service requests; troubleshoots end user issues and escalates as needed; performs software installation and hardware repair; researches and implements fixes for new issues; provides remote support, computer imaging and setup; and performs other duties and projects as assigned. Essential duties and responsibilities
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, including employee onboarding and offboarding experience and training Follow standard operating procedures and provide feedback as necessary (e.g., onboarding, systems access) Maintain asset management, such as inventory and end user devices Create and conduct training programs to educate users on all desktop platforms Assist in project work as needed Administer user accounts (Add/Change/Delete) Administer device provisioning including mobile devices (using Microsoft Intune) Administer MFA/2FA authentication services, including Okta and Microsoft Authenticator Printers/copiers/plotters Phone systems (coordinate with phone provider on provisioning and troubleshooting) Maintaining and driving process improvements Analyze tools used by the organization and find ways to fully utilize existing tools Analyze tickets and user behaviors to 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 writing 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
BS/BA in computer science, information systems, or related field; or equivalent work 2-5 years of IT Helpdesk experience
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