IT Desktop Support

Job TitlePay: $22 hourlyDuration: 12 months, possibility of extensionSchedule: Monday–Friday, 8:00 AM – 5:00 PMPreferred QualificationsAssociate's Degree (minimum) or 3–5 years of IT experienceHardware experience beyond imaging/deploymentPreferred CertificationsCompTIA IT FundamentalsCompTIA A+CompTIA Cloud+CompTIA Mobility+CompTIA Network+CompTIA Server+Position OverviewProvide technical assistance and support for incoming service requests and incidents related to computer systems, software, hardware, and infrastructure.Support users both in person and, at times, remotely at a manufacturing facility in Canton, NY, USA.Be available for 24/7 on-call coverage.Possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and Microsoft Office Suites (2010/2013/2016/O365).Rely on internal training, previous knowledge, and informed judgment to identify, diagnose, resolve, or accurately route tickets in accordance with documented processes.Daily ResponsibilitiesActive Directory administrationLimited support for corporate mobile devicesFamiliarity with cloud applications (OneDrive, Office 365, etc.)Troubleshooting Cisco VPN connectivitySupporting Citrix connectivityRemediating Symantec Endpoint ProtectionUsing Dameware for remote supportUsing Altiris Deployment ServerAsset managementMicrosoft Edge and other browser supportInstallation and configuration of Adobe productsInstallation and configuration of Check Point endpoint client softwareConference room equipment supportPrinter and driver installation/troubleshootingServiceNow utilizationCisco WebEx supportDeployment and configuration of standard IP telephonyHardware ordering and deploymentAdditional ResponsibilitiesDocumentation and records managementKnowledge base utilizationProject participationCustomer scheduling and follow-upsEnd-user equipment moves (disconnect/reconnect)Multi-team collaboration and technical roundtable participationStandard device imaging via USB/PXE serversSmart Hands tasks/functions outside of standard operational workPerformance ExpectationsPerformance is measured using key performance indicators (KPIs), priority matrix adherence, SLA compliance, and customer service.Provide excellent customer service while adhering to service management principles, documented processes, and team guidelines.Interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.Take ownership of follow-up activities and communicate progress regularly with customers and leadership when requested.Demonstrate excellent communication skills, technical knowledge, organizational skills, multitasking ability, and prompt time-to-resolution/fulfillment to meet the expectations of the position.