Desktop Support Technician

Job Summary

• Must be located in the greater NY/NJ area, will need to travel into customer HQ on 5th Avenue in NYC for in person meetings and support with IT weekly. Must be able to support Pacific/West Coast hours virtually on some days.
• MUST be able to come into the office M-Th 9AM to 6PM and Fridays be able to work virtually and cover their West Coast stores and work 11AM to 8PM on Fridays.
• Note they are asking this time for someone who can read, write, and speak Spanish in addition to English. Need candidates who can communicate with their IT team in Spanish and be able to read the documents/instructions/materials that are mostly all in Spanish.

Requirements:

1. Technical Skills:

- Proficiency in hardware, software, and networking

Device types: Bluebird, Zebra, iOS

NCR

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).

2. Problem-Solving Skills:

• Strong analytical and troubleshooting abilities.
• Ability to diagnose and resolve technical issues efficiently.
• Experience in providing technical support and customer service.

3. 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.

4. Time Management:

• Ability to prioritize tasks and manage time effectively.
• Experience in handling multiple support requests simultaneously.

5. Team Collaboration:

• Ability to work independently and as part of a team.
• Experience in collaborating with other IT professionals and departments.

6. Documentation Skills:

• Proficiency in maintaining detailed records of support activities and solutions.
• Ability to create user guides and documentation such as a FAQ.

7. 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 (this may be 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 OSto San Francisco and Las Vegas)..

SKILLS AND ATTITUDES:

• IT knowledge.
• Able to work autonomously with high levels of initiative.
• Fluent in English (knowledge of Spanish Language 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.