Expedite Technology Solutions
Overview
Description: MAX BILL RATE: ***/hour
Must be located in the greater NY/NJ area, travel to customer HQ on 5th Avenue in NYC for in-person meetings and IT support weekly. Must be able to support Pacific/West Coast hours virtually on some days. Onsite required M-Th 9AM to 6PM; Fridays virtual and coverage for West Coast stores with 11AM to 8PM hours. Spanish language ability (read/write/speak) is required in addition to English. Must be able to communicate with the IT team in Spanish and read documents/instructions/materials that are mostly in Spanish.
Onsite Address: 500 5th Ave, Ste 400 New York, NY 10110
Requirements
Technical Skills:
Proficiency in hardware, software, and networking
Device types: Bluebird, Zebra, iOS
***
Toshiba
Experience with operating systems:
Remedy
Zabbix
Maquetador - DAM
Device Lifecycle: CMDB and Remedy Asset Manager
Power BI
Knowledge of common software applications (MS Office, Google Workspace)
Problem-Solving Skills:
Strong analytical and troubleshooting abilities
Ability to diagnose and resolve technical issues efficiently
Experience in providing technical support and customer service
Communication Skills:
Ability to read, write and speak in Spanish
Excellent verbal and written communication skills
Ability to explain technical concepts to non-technical users
Strong listening skills to understand and address user concerns
Time Management:
Ability to prioritize tasks and manage time effectively
Experience in handling multiple support requests simultaneously
Team Collaboration:
Ability to work independently and as part of a team
Experience in collaborating with other IT professionals and departments
Documentation Skills:
Proficiency in maintaining detailed records of support activities and solutions
Ability to create user guides and documentation such as a FAQ
Expectations:
Filter and assign new tickets daily from dashboard
Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
Decrease number of aged tickets while simultaneously working new tickets
Proactive collaboration using Teams channels among colleagues to advance ticket closure
Consistent daily follow up with stores to drive ticket closure
Purpose To assist in daily tasks of the IT Department. Mainly store’s handheld devices.
Key Responsibilities
Assets management
Configuration of store’s handheld devices: PDAs, iPods, iPads, etc.
Reception and evaluation of inbound packages
Maintain inventory status updated (CMDB)
Maintain a healthy stock of repaired devices by processing RMAs in a timely manner
Provide technical support to our stores (in person, over the phone or MS Teams)
Walk store staff through steps to help them resolve technical problems
Responding in a timely manner to incidents and requests (Mainly for handheld devices)
Prioritize and manage many open cases at one time
Experience and Qualifications
Previous experience in IT Support Helpdesk (preferred but not required)
Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required)
Experience with iOS and Android OS
Skills and Attitudes
IT knowledge
Able to work autonomously with high levels of initiative
Fluent in English (knowledge of Spanish is a plus)
Good communication and interpersonal skills
Highly organized and prioritization skills
Ability to work in a fast-paced environment under pressure
Strong customer service ethos
Excellent organizational skills
Other Must have their own laptop/desktop
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Onsite Address: 500 5th Ave, Ste 400 New York, NY 10110
Requirements
Technical Skills:
Proficiency in hardware, software, and networking
Device types: Bluebird, Zebra, iOS
***
Toshiba
Experience with operating systems:
Remedy
Zabbix
Maquetador - DAM
Device Lifecycle: CMDB and Remedy Asset Manager
Power BI
Knowledge of common software applications (MS Office, Google Workspace)
Problem-Solving Skills:
Strong analytical and troubleshooting abilities
Ability to diagnose and resolve technical issues efficiently
Experience in providing technical support and customer service
Communication Skills:
Ability to read, write and speak in Spanish
Excellent verbal and written communication skills
Ability to explain technical concepts to non-technical users
Strong listening skills to understand and address user concerns
Time Management:
Ability to prioritize tasks and manage time effectively
Experience in handling multiple support requests simultaneously
Team Collaboration:
Ability to work independently and as part of a team
Experience in collaborating with other IT professionals and departments
Documentation Skills:
Proficiency in maintaining detailed records of support activities and solutions
Ability to create user guides and documentation such as a FAQ
Expectations:
Filter and assign new tickets daily from dashboard
Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
Decrease number of aged tickets while simultaneously working new tickets
Proactive collaboration using Teams channels among colleagues to advance ticket closure
Consistent daily follow up with stores to drive ticket closure
Purpose To assist in daily tasks of the IT Department. Mainly store’s handheld devices.
Key Responsibilities
Assets management
Configuration of store’s handheld devices: PDAs, iPods, iPads, etc.
Reception and evaluation of inbound packages
Maintain inventory status updated (CMDB)
Maintain a healthy stock of repaired devices by processing RMAs in a timely manner
Provide technical support to our stores (in person, over the phone or MS Teams)
Walk store staff through steps to help them resolve technical problems
Responding in a timely manner to incidents and requests (Mainly for handheld devices)
Prioritize and manage many open cases at one time
Experience and Qualifications
Previous experience in IT Support Helpdesk (preferred but not required)
Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required)
Experience with iOS and Android OS
Skills and Attitudes
IT knowledge
Able to work autonomously with high levels of initiative
Fluent in English (knowledge of Spanish is a plus)
Good communication and interpersonal skills
Highly organized and prioritization skills
Ability to work in a fast-paced environment under pressure
Strong customer service ethos
Excellent organizational skills
Other Must have their own laptop/desktop
#J-18808-Ljbffr