Overview: AmTrust Financial Services, Inc.
is looking for a driven Senior Desktop Support Technician.
As a Senior Desktop Support Technician, you will be responsible for scheduling, managing, and directing all on-site IT implementation activities, such as desktop support, site assessment, hardware/software installation, network and systems installations and configurations to support all AmTrust facilities.
The position is also a member of a global remote support team working to diagnose, resolve, and respond to IT incidents in a fast-paced environment.
In addition, the Senior Desktop Support Technician will work closely with other IT groups and business departments to address escalated issues and help implement new or updated solutions as well as external entities where third party support is needed.
Responsibilities: Provide high quality, service focused support, in person, by phone or email with both onsite and remote end users.Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance.Document incidents, problems and requests in the company ticketing system (ServiceNow).Escalate critical incidents to Management as needed.Day-to-day-operational activities associated with shipping and receiving of IT hardware.Work independently while simultaneously being a collaborative team member striving for team success.Follow standard operating procedures around process and documentation.
Qualifications: Responsibilities: Provide IT Technical support services, to all employees in AmTrust Offices.
This position will join a team based in Jersey City, New Jersey to provide IT support for AmTrust offices remotely, by phone, or onsiteProvide technical expertise and end-user support in the areas of Microsoft Windows 10, Intune Device Management, Common off-the-shelf applications, SCCM Remote Connectivity Platform, Cloud Printing, network/local printersProvide onsite, phone, and remote support to all employeesPersistent logging of tickets and timely resolution of first-line issues up to an/or including escalations to other support teamsReview incident tickets and respond to end-users appropriately and within established SLA and OLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experienceAbility to follow and improve ongoing Service Desk procedure documents and Knowledge BaseProvide after-hours and ‘on-call’ support, as necessaryProvide desktop/laptop break/fix/maintenance support (Dell, Microsoft, Apple)Ability to keep/update records of onsite hardware and peripheralsProvide support to growing mobility (MDM) platform (iOS, Android, and Windows based platform)Troubleshoot, research and resolve escalated technical problems and incidentsResearch new industry technologies and recommend proactive solutions within the environmentAct as local point-of-contact to AmTrust offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as neededAbility to work on projects and meet timelines as necessaryProcess Improvement: Identifies processes for improvement in daily work; educates new staff in team processRequired:Associates or proven industry experience will be acceptable in lieu of degreeOccasional travel between the Jersey City, NJ office and the Maiden Lane, NY office.Minimum 2-3 years of experience of IT infrastructure, knowledge across multiple areas of the IT environment with a demonstrated ability to translate business challenges to IT opportunitiesExperience of working in an ITIL based Support Role Demonstrated technical mastery for desktop related issues (Windows 10, Mac OS)Self-starter with the ability to effectively work with minimal supervisionAbility to manage multiple end-user support requests effectivelyExperience with MDM and supporting mobile devices preferable with Intune.Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordinglyExperience with creating standards and documentationExtensive knowledge and experience with Windows based technologies including Windows 10, SCCM, Azure, Intune, ExchangeOutstanding troubleshooting skills in WAN/LAN/Desktop situationsRemote Connectivity tools such as TeamViewer and Remote DesktopMicrosoft Office o365Cisco Call manager, Cisco Unity Voicemail, Microsoft TEAMSWorking knowledge of industry standard ticketing systems like ServiceNowAbility to work both independently and as part of a project group, with time constraintsStrongly customer service oriented; organizational and communication skills, positive and can-do attitudePatching and Vulnerability Management on Windows WorkstationsPreferred: Strong leader & team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basisProven track record of customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpointStrong analytical skills – strong problem solving skills, communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolveMicrosoft MCP (MS Certifications), A, NET, Apple and ITIL certifications are a plusBasic Networking (TCP/IP) is desirableExperience with Cloud Printing Solutions This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position.
AmTrust has the right to revise this job description at any time.
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