Senior Desktop Support

Sr. Desktop Support Technician Ossining, NY
Right to Hire Opportunity

To support and maintain end user technologies, such as laptops, desktops, phones, printers and other peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance, assist internal customers with installation, configuration and ongoing usability of desktops, laptops, VDI zero client computers, mobile devices, desk phones, video endpoint systems, peripheral equipment and software complying with given standards and guidelines. This role will also perform analysis, diagnosis, and resolution of various degrees of any PC related problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. This person will be based in our administration building in Ossining, NY and may require travel to local sites. Responsibilities
§ Receive and respond to incoming phone calls, and/or tickets regarding end user computing problems, identify and repair hardware and network connectivity issues.
§ Travel to offices, the majority located in Westchester County, to perform onsite user support.
§ Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.
§ Deploy images for cloning of various hardware platforms using industry-common tools and utilities.
§ Adhere to and identify solutions that streamline the internal workflow.
§ Add, delete and change user profiles in Active Directory for user management.
§ Write, update, maintain documentation; end-user and internal (IT).
§ Document common issues/causes/solutions, create user and web based guides as well as FAQ's into the knowledgebase.
§ Update ServiceNow tickets appropriately, include all relevant information related to troubleshooting and results.
§ Ensure tickets are completed within agreed SLA's.
§ Ability to support remote users, establish VPN and VDI access for all remote users.
§ Provide off-hours support to employees as necessary, as part of an overall "on call” support rotation schedule.
§ Interact with vendors to resolve technical problems with desktop computing equipment and software.
§ Some project based work in support of management, senior technical and project management staff.
§ Act as subject matter expert for some systems, where appropriate. Requirements § Ability to travel up to 15% to local sites as needed.
§ High School diploma or equivalent, and 5 years work experience in IT with 4 years of experience in a desktop or systems engineer role.
§ ITIL Certification desired.
§ Microsoft Certification for Windows OS, Office, O365 would be ideal.
§ Ticket management, specifically ServiceNow experience required. Must have experience in working with enterprise Ticket management system.
§ Experience with Microsoft InTune MDM desired; Microsoft Endpoint Manager (MEM) or SCCM preferred. Need someone who has used an integrated endpoint management platform to manage endpoints.
§ Knowledge on the concepts for Active Directory with the ability to perform, add/transfers/terminations desired. Working knowledge with Azure Active Directory preferred.
§ Experience working with Active Directory Group Policy preferred, experience manipulating Active Directory objects via scripts.
§ Experienced/hands on knowledge of Application packaging (Ie. MSI; install shield) desired.
§ Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure.
§ Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.
§ Excellent knowledge of PC and desktop hardware.
§ Working technical knowledge of current protocols, operating systems, and standards.
§ Ability to operate tools, components, and peripheral accessories.
§ Able to read and understand technical manuals, procedural documentation and OEM guides.
§ Demonstrate strong customer service skills.
§ Demonstrate strong written and verbal communication skills.
§ ServiceNow system administration/training/certification a plus.
§ Experience using remote control software, such as TeamViewer, GOTOMYPC, Windows Remote Desktop Connection.
§ Experience, fundamental knowledge, and supporting of VDI (Virtual Desktop Infrastructure) using Desktop as a Service (DaaS) preferred.
§ Experience using collaboration tools such as Microsoft Teams, WebEx, Zoom preferred
§ Healthcare IT background, a plus.
§ Ability to effectively prioritize workload.
§ Must have experience in administrative, incident response, and operational responsibilities.
§ Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required.

Position is located on Site in Ossining but some site to site travel required in Westchester NY specifically Mamaroneck, Port Chester, Sleepy hollow and Mount Kisco.
Responsibilities

• Work with help desk to ensure tickets are completed in a timely fashion, track results and open issues.
• Assist staff with the installation, configuration and ongoing usability of desktop computers, VDI zero client computers, mobile devices (Smartphones, iPhones, iPads) peripheral equipment and software.
• Work with vendor support contacts to resolve technical problems with computing equipment and software.
• Ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Use unique opportunity of having several learning resources available and put them to practice quickly through development plan constructed by management. This is important as the relatively small size of the team needs to move with the speed of growing technologies.
• Configure add, delete and changes in Active Directory for user & group management
• Configure add, delete and changes in Cisco Call manager to support VoIP requests.
• One-on-one consultancy with customers. Provide remote and hands-on, (desk-side) technical support to onsite customers, and remote site customers. Interact with all levels of management personnel. Participate in and conduct meetings
• Write and or update documentation for customized support services.
• Ensures tickets are completed in a timely fashion, updated daily, containing all relevant information related to troubleshooting and results.
• Assesses functional needs to determine specifications for purchases
• Project based work in support of management, senior technical and project management staff
• Other duties as required

Qualify Experience

• Associate College Degree or equivalent or Windows MCSA certification preferred
• 4 years experience supporting Windows Server and Windows desktop/laptop PCs
• Knowledge &/or education preferred on the concepts and troubleshooting strategies for Active Directory, GPO management, etc. to be able to support and resolve requests.
• 2 years' experience supporting MAC OSX a plus
• Ticketing experience required
• Experience setting up and configuring PC's. Strong knowledge of PC hardware components, peripherals, network printers.
• Experience troubleshooting hardware issues and replacing hardware on desktop and laptop PCs and peripherals.
• Experience installing software, patches, updates on Desktops, Laptops, Servers
• Experience troubleshooting network, software, printing problems
• Experience working with mobile devices, specifically iPhone's iPad's.
• Experience using remote control tools such as Webex, Teamviewer, GOTOMYPC, Join.me, etc.
• Experience in any ticketing management system required (Managed Engine Service Desk Plus knowledge preferred but not required).
• Experience in Software delivery/packaging/imaging tools, Patch Management tools (WSUS, Shavlik) preferred
• Proficient with MS Office applications (Outlook, Word, Excel, and Powerpoint)
• Experience writing technical documentation, process documentation; creation of management reports is preferred
• Experience working with an MDM a plus (Airwatch preferably)
• Experience, fundamental knowledge, and supporting of VDI (Virtual Desktop Interface), using Desktop as a Service (DaaS) a plus.
• Experience, or ability to show capability, in configuring and administering VMware Horizon View a plus.

Tanu Sharma

Resource Manager

enterprise engineering, inc. (EEI)| t: 

115 Broadway, 7 th Floor, New York, NY 10006

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