QED National has an urgent need for an experienced Help Desk Technician for a 12 month contract.
This role is onsite in Brooklyn, NY.
For any positions within a NYC Agency, upon placement, consultants will be required to abide by NYC Executive Order 74, dated July 31, 2021, which states that consultants who cannot provide proof of being fully vaccinated must wear a mask under certain circumstances. The Executive Order can be found by searching: "NYC Executive Order 74"
Responsibilities will include:
Provide first contact support for Tier 1 IT issues and requests; perform proper screening of calls and maintain clear documentation in Service Management tools; Administration, troubleshooting and resolution of Smart Phone issues; LAN Accounts; network connectivity issues; password and account management; provision account access for new employees; and perform special projects and initiatives as assigned
First Contact Resolution utilizing remote assistance; monitor queues and phone status to ensure Service Level Objectives are maintained; create and maintain scripts, call trees, CRM templates and KB articles; review ticket reassignments and escalate to Tier 2 support teams as needed; handle Outage Escalation and Notification process; monitor automated event dashboards, investigate, and escalate to appropriate support teams to avoid service interruptions
Create and modify scripts, knowledge articles, and troubleshooting trees for use by the Service Desk; maintain Service Desk IT Contact process
Skills, Knowledge and Experience:
2 years of progressive experience as a Service Desk technician in a 24/7 organization
Ability to clearly and concisely communicate technical information to non-technical users at all organizational levels; ability to discuss and diagnose computer hardware/software problems with remote users utilizing remote access software; excellent customer service skills; effective telephone etiquettes; experience in Windows 10 environments; proficiency with Microsoft Office/O365; excellent troubleshooting and analytical skills; demonstrated knowledge and accomplishment in analyzing, diagnosing and recommending solutions for hardware and software problems; working knowledge of Microsoft applications, System Center Configuration Manager, Microsoft Active Directory (AD) as related to integration of desktop systems into AD, and all aspects of Windows security to include software releases/upgrades
Preferred Certifications: A+, ITIL, HDI
About us: QED National is a leading IT consulting, solutions and staff augmentation firm, serving both the public and private sectors for over 27 years. Headquartered in midtown Manhattan, QED National's team is comprised of the brightest minds in the industry with the skills to solve the most complex technological problems.