Desktop Support 2nd level
One Liberty Plaza 165 Broadway 49th floor New York, NY 10006
Voca has an immediate opening available for a Desktop Support 2nd level in New York, NY!
Job Description:Desktop Support 2nd level – User side: Manages the Information Technology (IT) infrastructure within an organization, including the physical network from a client perspective. Configures, installs, maintains and upgrades applications and client hardware.
Position responsibilities: 1. Under direct supervision, provides Desktop technical support to the organization's internal users of computer applications and client hardware. 2. Answers routine questions regarding system procedures, online transactions, systems status and downtime procedures. 3. Assists network services, software systems engineering and/or application development in order to restore service and/or identify problems. 4. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Education required: Degree qualified in Computer Science, MIS or other related discipline, or equivalent work experience in Desktop Support or Computer Operations.
Planning & Coordination: Prioritizes own work to ensure successful completion; minimizes time spent on unnecessary administrative activities. Plans own time and resources appropriately and in advance. Solicits advice from senior associates and/or manager on successful approaches to manage responsibilities and overcome obstacles.
Project Management: Tracks and monitors simple projects; adheres to project deadlines and alerts management of any barriers to successful project completion.
Assists with research and provides input into project plans and milestones.
Develops timing estimates for basic projects based on limited understanding of customers business needs and time constraints.
Troubleshooting/Technical Support: Documents basic problems and the steps necessary to implement the solution.
Applies basic solutions to problems.
Collects information to analyze basic problems and identify their origin.
Quality Assurance: Under direct supervision performs preliminary tests for applications, ensuring alignment with standards and customer expectations.
Experience Required: 2 to 4 years; Certifications: Preferred
Specified Core Skills & Requirement: Functional knowledge: Requires conceptual knowledge of theories, practices and procedures within the discipline. Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability. Business expertise: Applies general knowledge of business developed through education or past experience. Often needs help understanding the commercial side or key business drivers impacting the task/decision. Leadership: No supervisory responsibilities; accountable for developing technical contribution. Problem solving: Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments. Impact: Has limited impact on own work team; works within standardized procedures and practices to achieve objectives and meet deadlines as described by supervisor. Interpersonal skills: Exchanges straightforward information, asks questions and checks for understanding.
Technical Skills & Requirements: Supporting desktop/laptops/tablets/mobile devices running Windows OS (required), MAC OSx(preferred) , MS Office, iOS, Blackberry, e.t.c.
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