• Handle technical support requests received via email, voicemail and in-person.
• Perform day-to-day duties of the helpdesk which includes creating tickets and doing initial troubleshooting 
• Collaborate with other Help Desk personnel to create or update processes or documentation around day to day operation of the Help Desk.
• Manages the ticket tracking system including ticket categories, escalation paths, user management, and reporting.
• Manages the assignment of tickets and escalations 
• Provides reports against service level objectives, open tickets, ticket resolution, and re-opened tickets.
• Reviews, updates and creates help desk policies and procedures around all aspects of help desk service including user and asset management.
• Participates in the creation of service level objectives by working with representatives of Tier II/III functional areas to gain buy-in to service targets.
• Provides ongoing installation, configuration and routine maintenance and repair of equipment
• Implements modifications and enhancements 
• Completes assigned project work in accordance with established project plan process steps
• Recognizes and resolved typical problems selecting solutions from established operating procedures and/or problem-solving methods

Skills: Technical Support, Helpdesk Operations, Process Improvement, Ticket Management, SLA Reporting, Policy Development, Equipment Maintenance, Problem Resolution

• General IT user support as directed and prioritized by the Client Administrator
• Desktop equipment moves, adds and changes
• Operating system and standard operating environment component upgrades as per standard desktop load
• Non-standard operating equipment component installation and support on a best efforts approach
• Management of printers and other peripheral equipment
• Management of video conference facilities (via existing Client 3rd party maintenance)
• Act as Client's agent to facilitate repairs and maintenance of mobile devices, laptops, desktops, printers, and other equipment 
• User training, assistance and troubleshooting for remote access services networking, cabling and new installs smart hands
• Documentation as appropriate for both staff and technical use
• General incident management in workplace scope
• General request fulfillment in workplace scope

Skills: IT User Support, Desktop Management, Operating System Upgrades, Peripheral Support, Printer Management, Video Conference Maintenance, Equipment Repair Facilitation, User Training

• Establish standard computer images and build computers leveraging the standard images
• Purchasing all hardware & software (e.g. computers, docking stations, monitors, RAM, Microsoft licenses, etc). 
• Shipping, receiving and disposal of IT equipment
• Onboarding & offboarding all employees/contractors
• Track and resolve customer incidents and requests through the ticketing tool. Take ownership of issue\request through resolution
• Monitor and respond quickly and effectively to requests received via service ticket, phone call, email, TEAMS/Slack
• Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Provide technical assistance and support for incoming concerns and issues related to systems, software, remote access and hardware
• Administers hardware and peripherals inventory including ordering asset tracking and disposals
• Provide technical support by telephone, email, and in-person for applications, hardware, telecommunications equipment, connectivity issues
• Use an ITSM to attend to requests, incidents, and change management items.
• Patch end-user machines across various project locations.
• Monitor and mitigate security vulnerabilities.
• Ensure that base images are kept up to date with patches and new software.
• Assist FAST with the setup and support of virtual desktop infrastructure.

Skills: Image Development, Hardware Procurement, Equipment Logistics, User Management, Ticket Management, Rapid Response, Troubleshooting, Inventory Control

• Supports local and remote users with installing, configuring, and troubleshooting users’ workstations, operating systems, email services, and data/voice connectivity.
• Provides 1st and 2nd line user support.
• Maintains records of problems reported and their resolution utilizing the provided ITSM tool.
• Creates and updates internal documentation.
• Implements upgrades, installation, repairs, troubleshooting and maintenance of desktop and laptop operating systems and application software.
• Evaluates software/hardware for new product introductions.
• Maintains hardware and software inventory.
• Assisting with Incidents, Service Requests, and PC Refresh.
• Imaging of new equipment and installation of customer provided software.
• Deployment of assets in multiple locations across the client agencies.
• Assistance with user data/settings identification and restoration per customer instruction 
• Validation of hardware and application functionality.
• Providing post-deployment support for desktops/laptops.
• Monitoring and tasking of Service Requests and Asset updates per client direction.

Skills: User Support, Problem Resolution, ITSM Proficiency, System Upgrades, Hardware Evaluation, Inventory Management, Equipment Imaging, Deployment Management.

• Provide first line response to employees and on-site partners requiring assistance with IT issues including network connectivity, VPN connection, file/server access, internet access, Microsoft Office, virus/malware issues, hardware issues, VoIP, printers, and more
• Diagnose and resolve problems with desktop/laptop hardware and software, printers and peripheral equipment remotely as well as desk side
• Respond to IT tickets and track to resolution within published service levels, escalating more complex problems up to senior level team members
• Maintain the internal knowledge database and hardware asset database
• Assist in the evaluation of new information technology equipment
• Configure PCs and laptops for deployment to users in offices and remote office locations
• Perform recovery tasks, moves, adds, and changes including system set-ups
• Oversee 100% of the requests, incidents, and problems. 
• Manage and coordinate urgent and complicated support issues.
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

Skills: First-Line Support, Issue Diagnosis, Ticket Management, Knowledge Database Maintenance, Asset Management, PC Configuration, Recovery Operations, Process Improvement.

• Troubleshoot to resolution Windows /10, Mac OS, Office 365, and other internal application software issues 
• Complete desktop and telecom related projects (e.g., software or hardware deployments, office moves, IT license audits, etc.).
• Help troubleshoot and work with sysadmin engineers to resolve end user telecom issues
• Provide outstanding customer service by being a trusted IT business partner
• Trains end users on proper use of software/hardware
• Provides timely and creative solutions to end-user computer issues of a moderate nature to ensure end-user productivity
• Coordinates configuration/installation and general troubleshooting of all end-user (Mac & Windows) hardware, software and peripherals. 
• Performs restorative and maintenance actions either remotely or at the end-user’s location to resolve problems using basic troubleshooting and technical skills
• Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation
• Point of contact for IT providers and third parties.
• Understands implications of work and makes recommendations for solutions

Skills: Software Troubleshooting, Project Coordination, Telecom Support, Customer Service, End-User Training, Issue Resolution, Hardware Configuration, Documentation Management.

• Respond to telephone calls, emails and personnel requests for technical support
• Provide desk-side and telephone (level I & II) support resolving day-to-day technical issues for 100+ users within NYC midtown office.
• Setting up, repairing and maintaining a wide range of hardware (servers, desktops, laptops, printers and all other peripherals) and software (Citrix, MS Office and other software)
• Provide training to the end-users
• Work closely with other IT employees on system maintenance and configuration projects
• Provide high level of customer service and support to C-Level/ VIP-level staff
• Configure, test and deploy hardware and software to users both locally and remotely
• Collect, test, refurbish and track desktop and laptop computers
• Perform local and remote end user support on Windows 10 computers
• Create, monitor, update, and close tickets using Service Now ticketing system
• Respond to management requests and service issues in a timely and professional manner
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions

Skills: Technical Support, Hardware Maintenance, Software Configuration, End-User Training, Customer Service, VIP Support, Ticket Management, Remote Support.

• Serve as primary mailbox support
• Provide competent, service-oriented support and resolve problems to end user satisfaction, firm-wide and locally
• Maintain, analyze, and troubleshoot software and computer peripherals
• Promptly, completely, and accurately adopt all documented procedures and workflows
• Review, respond to, track all requests from beginning through resolution for all tickets received during mailbox shift in accordance with established SLA
• Perform meeting set-ups, including video conferences with other offices and clients
• Coordinate with teammates and administrative teams to resolve issues and provide technical support for meetings
• Provide on-call support for after-hour and weekends in rotation
• Provides dedicated tier 2 technical support for client's business unit as an extension of the help desk.
• Responsible for resolving all incoming calls delivered to the helpdesk and managing escalated cases.
• Responds to a variety of technical issues from incoming calls or cases escalated by other help desk staff.
• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client

Skills: Mailbox Support, End-User Support, Software Troubleshooting, Workflow Adherence, Ticket Management, Meeting Setup, On-Call Support, Vendor Coordination.

• Provide on-demand support for hardware, software and access for in-person requests (walk up)
• Break-fix of computers, printers & AV equipment/accessories in conference rooms, cafes and signage displays.
• Escalate and report Major Incidents to the appropriate IT resources.
• Provide telephone support & notifications/updates during Global Service Desk coverage gaps.
• Execute Onboarding & Offboarding processes in accordance with definedprocedures and timelines.
• Provision & revoke access to company resources as detailed in company identity and access management policies and procedures.
• Engage with vendors for warranty replacement/support of end-user systems.
• Maintain inventory of assets for all computers, mobile phones, AV equipment, etc.
• Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported
• Adhere to the Global Standards as defined by the Tier 3 IT team
• Document help sheets, usage guides and FAQs for all end users with maximum transparency via the knowledge base.
• Actively engage in feedback mechanisms to ensure maximum efficiency in any service management tools

Skills: On-Demand Support, Break-Fix Maintenance, Incident Escalation, Phone Support, Onboarding & Offboarding, Access Management, Vendor Coordination, Inventory Management.

• Working directly with end users in a variety of models (Phone, deskside, remote control)
• Provide all levels of technical Microsoft Windows desktop and Mac support including set up, maintenance, and troubleshooting.
• Install and configure software hardware components and operating systems from a variety of methods including imaging of machines.
• Set up network connects and ensure all desktops are connected to the network and associated cloud services.
• Set up and configure printers, scanners, and other peripherals.
• Maintain and troubleshoot audio visual equipment in the local office conference rooms and offices.
• Test software and hardware compatibility.
• Document issue resolution using the help desk ticketing system.
• Maintain inventory of all hardware and software resources and parts.
• Assist in the evaluation of the company’s needs regarding purchase of new computer and peripherals.
• Maintain excellent communication with all end users and other members of the technology department daily.

Skills: End-User Support, Desktop Maintenance, Software Installation, Network Configuration, Peripheral Setup, AV Troubleshooting, Ticket Management, Inventory Control.

• Demonstrated technical knowledge of supported platforms (e.g., Equipment, Software, Windows and Apple PC platform, supporting network)
• Excellent communication skills, both written and verbal
• Demonstrated technical experience supporting mobile devices
• Strong experience and extensive knowledge of Windows builds and software break/fix
• Working knowledge of Software distribution tools and Active Directory
• Active Directory requirement: Creating/Modifying/Terminating user accounts as well as Creating/Modifying/Terminating user accounts in the Office 365 Admin Portal
• Some knowledge of ServiceNow (and the understanding of the ITSM process, is highly encouraged)
• Desktop support and system administration skills
• Solid background supporting Windows 7 & 10 with 2016 and Office 365 Suite
• Experience imaging computers for any executive office equipment setup/configuration
• Experience with mobile device setup, network printer, and stand-alone printer setup & configuration
• Requires business casual attire (Slacks or Khakis, Button-up or Collar shirt)
• Must have positive/supportive/professional temperament with the ability to stay focused/dedicated to get the task done

Qualifications: BA in Information Systems with 2 years of Experience

• Ability to provide support in a consultative manner
• Outstanding knowledge of computer software, hardware, networking, computer security and technology risk
• Knowledge of both Windows and Mac OS
• Technical knowledge and experience with Azure AD and Microsoft 365 
• Experience with enterprise level ticketing systems (e.g. Fresh Service, ServiceNow, Remedy, etc.) 
• Effective verbal and written communication skills
• Strong analytical and problem-solving skills with good judgment
• Contributes to team effort by accomplishing related results 
• Computer skills with the ability to operate computerized accounting spreadsheet, word-processing, graphics
• IT certifications such as MSCA, A+, etc 
• Manual dexterity to operate, troubleshoot and install technology equipment and systems

Qualifications: BA in Management Information Systems with 3 years of Experience

• Experience in a Desktop Support Administrator or Helpdesk role
• Proven ability in organizing, prioritizing, and multitasking
• Strong communication, problem solving skills and decision-making ability, works well under pressure
• Previous experience working in collaborative, team-oriented settings as well as with clients and vendors
• Experience and knowledge of Windows 7 and above, Office 2010 and above, and OSX Desktop Operating Systems Hardware and Software, and VPN
• Understanding of Linux and hands on experience in networking, and routing 
• Experience with directly supporting end user machines
• Microsoft Active Directory and Windows 10 troubleshooting and administration experience
• Strong organizational and time-management skills
• Experience with Manage Engine’s Desktop Central software
• Experience with managing the KACE Systems Deployment Appliance
• A desire to learn and grow within FAST with increasing responsibilities
• Experience with supporting Microsoft Office 365

Qualifications: BA in Business Information Technology with 2 years of Experience

• Experience working within a similar role of desktop support.
• Microsoft Certification for Windows OS, Office, O365 
• 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
• Knowledge of the concepts for Active Directory with the ability to perform add/transfers/terminations, as well as GPO management, and to be able to support and resolve requests 
• Experience, fundamental knowledge, and supporting of VDI (Virtual Desktop Infrastructure) using Desktop as a Service (DaaS).
• Experience using collaboration tools such as Microsoft Teams, WebEx Teams, Cisco Jabber.
• Speak to individuals or groups of people with poise, voice control and confidence.
• 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 

Qualifications: BA in Telecommunications with 1 year of Experience

• Experience with business process service delivery and improvement, preferably in an outsourcing environment
• Experience working with client company product and/or services
• Experience working with client company industry and/or functional area
• Experience working with business solutions software
• Good personal computer and business solutions software skills
• Organization skills to balance and prioritize work
• Problem solving skills and ability to multi-task
• Ability to work independently and as part of a team
• Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients
• Good Language and Communications Skills
• Relevant Certifications such as Microsoft/Comptia and Cisco
• Good Understanding of Computer Support and Troubleshooting
• Knowledge of Windows 10

Qualifications: BA in Digital Forensics with 4 years of Experience

• Skilled in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.
• Installing and imaging new computers and loading appropriate software for customers.
• Installing local and network printers and other peripherals.
• Migrating data and user profiles.
• Documenting process and procedures related to technical support activities.
• Demonstrates knowledge and working experience with ServiceNow call tracking system.
• Experience working with/ Windows 10 and Microsoft 365.
• Demonstrated ability to relate to and work with diverse backgrounds, human capabilities and limitations, and cultures.
• Interest in service to individuals with specialized and occasionally complex needs.
• Ability to clearly communicate technical concepts to non-technical people
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Ability to multi-task in a fast-paced environment
• Ability to work in a team environment and take direction well

Qualifications: BS in Information Technology with 5 years of Experience

• Experience in a remote support environment
• Strong understanding of Microsoft Office 365 products. 
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
• Knowledge of Active Directory concepts and administration
• Strong customer service skills
• Ability to create and maintain documentation for processes
• Experience with setup, configuration, troubleshooting of desktop/notebook hardware and software (Windows and Mac OS)
• MDM experience with Android, and iOS devices, in a networked environment
• Active Directory/Group Policy experience
• Experience troubleshooting basic network, software, printing problems
• Understanding of Microsoft products/systems and their administration.
• Understanding of Apple Mac products/systems and their administration.
• Understanding of LAN configuration and administration.

Qualifications: BS in Computer Science with 4 years of Experience

• Demonstrates ability at a 2nd/3rd line level with focus on customer excellence through root cause analysis.
• Demonstrates ownership through lifecycle of issues or problems.
• Demonstrates VDI knowledge and support abilities.
• Proven Apple product support such as desktops, Laptop, Pads and Phones.
• Experience in supporting IT services, including configuration, patching, and diagnosis of macOS, iOS, and Android
• Experience supporting users in a high-velocity, agile environment
• Ability to work with and tailor support for all members of the organization
• Administrative experience in a heavy SaaS environment - G Suite, AWS, Salesforce, Atlassian, Hubspot, Okta, BambooHR
• Experience managing employee lifecycle using automation tools
• Ability and strong desire to work with minimal supervision in an environment with changing priorities and multiple projects
• Precision and strong attention to detail are critical
• Analytical, organizational, communication and problem solving skills
• Focused on solutions, good at overcoming problems

Qualifications: BS in Network Administration with 3 years of Experience

• A passion for customer service, including the ability to listen, interpret and explain computer and other technical concepts in non-technical terms
• Deep experience with Microsoft Windows, Office (MS)365, AzureAD, and Active Directory (Okta SSO, OneDrive, Teams, Sharepoint, Zoom a plus)
• Strong communications skills including the ability to write user documentation
• Steady under pressure with the ability to handle delicate and urgent situations with users of all levels
• Adept at troubleshooting computer-related issues in Windows
• Experience supporting remote users
• Hands-on experience with computer utilities and security tools, such as, anti-virus, malware removal, and update tools
• Experience working with users of all levels and technical abilities, including VIP support
• Experience in the pharma/biotech area 
• Certifications in A+, Microsoft, ITSM, HDI 

Qualifications: BS in Cybersecurity with 2 years of Experience

• Knowledge of all MAC and PC Software and Hardware Equipment
• Troubleshooting, Hardware, Network and Remote Access Problems
• Proficiency in Microsoft Word, Excel, PowerPoint
• Must be competent with all major Internet browsers, able to use both Mac & PC, understand browser plugs-ins (Java, Flash, etc.)
• Familiar with tablet devices (Android, iPad) and smartphones
• Familiarity with Adobe Creative Suite (Photoshop, InDesign, Illustrator)
• Ability to interact professionally with clients and demonstrates client focused approach to service their needs
• Ability to Analyze and Solve Semi-Routine and more Moderately Complex Computer Related Problems
• Experience packaging and distributing applications with Landesk or Casper
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions

Qualifications: BS in Software Engineering with 3 years of Experience