ICONMA
Senior Helpdesk Support
ICONMA, Melville, New York, us, 11775
Senior Helpdesk Support
Location: Melville, NYDuration: 8 months
Job Description:Provide customer first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities.Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.Assist the Service Desk by actively taking/resolving intake calls
Responsibilities:Provide support for a fast-growing group of team members in multiple divisionsHeavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.Top notch customer focused supportExcellent written and verbal communication skillsEngaged in cross-train efforts amongst peers where applicableContribute to site level operational readiness, process improvementsEffectively manages up as neededSelf-aware of gaps in skills, works to improveFrequent collaboration with site lead, acting as back-up when delegated toCross platform collaboration with immediate peersAssist the Service Desk by actively taking/resolving intake calls
Basic Qualifications:High School Diploma, GED, or equivalent certification.At least 3 years of experience in remote administration and end user support.At least 3 years of experience with Windows 10 or earlier operating systems.At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).At least 1 year of experience with Google suite applications.At least 1 year of experience with macOS (High Sierra)
Preferred Qualifications:Bachelor's Degree in Business, Information Systems, Computer Science or Military experience.1+ years of experience with Active Directory services integration.1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.Apple certification(s).1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX).1+ years of macOS Server administration experience.1+ years of experience with Active Directory.1+ years of macOS Server administration experience.1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype1+ years of experience with Mac experience supporting 100+ end users1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
Call Notes:Team Info:PowerUp Bar Operations & DevelopmentSupport Service desk & support innovations29-30 Walkins per day in MelvilleTeam of 8 Help Desk Support
Role Info:Hands on Sr. Helpdesk Support role with strong Helpdesk Support, Windows, G-suite & excellent communications background.95% Windows and 5% on Mac10-15 tickets per daySCCM, Trouble shooting, ordering setting up new equipment etc.Assistance on the hardware equipmentMaintaining the powerup bar, fulfilling orders, imaging etcMon & Fri heavy phone days on installing
Top Skills:1+ yrs exp is a mustHelpdesk support background is a mustWindows & MAC OS exp is a mustIntune/Service Now exp is requiredActive Directory exp/knowledge is requiredG-Suite
Nice to have:Google certifications preferably Google admin
Soft Skills:Excellent Communications
Location: Melville, NYDuration: 8 months
Job Description:Provide customer first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities.Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.Assist the Service Desk by actively taking/resolving intake calls
Responsibilities:Provide support for a fast-growing group of team members in multiple divisionsHeavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.Top notch customer focused supportExcellent written and verbal communication skillsEngaged in cross-train efforts amongst peers where applicableContribute to site level operational readiness, process improvementsEffectively manages up as neededSelf-aware of gaps in skills, works to improveFrequent collaboration with site lead, acting as back-up when delegated toCross platform collaboration with immediate peersAssist the Service Desk by actively taking/resolving intake calls
Basic Qualifications:High School Diploma, GED, or equivalent certification.At least 3 years of experience in remote administration and end user support.At least 3 years of experience with Windows 10 or earlier operating systems.At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).At least 1 year of experience with Google suite applications.At least 1 year of experience with macOS (High Sierra)
Preferred Qualifications:Bachelor's Degree in Business, Information Systems, Computer Science or Military experience.1+ years of experience with Active Directory services integration.1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.Apple certification(s).1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX).1+ years of macOS Server administration experience.1+ years of experience with Active Directory.1+ years of macOS Server administration experience.1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype1+ years of experience with Mac experience supporting 100+ end users1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
Call Notes:Team Info:PowerUp Bar Operations & DevelopmentSupport Service desk & support innovations29-30 Walkins per day in MelvilleTeam of 8 Help Desk Support
Role Info:Hands on Sr. Helpdesk Support role with strong Helpdesk Support, Windows, G-suite & excellent communications background.95% Windows and 5% on Mac10-15 tickets per daySCCM, Trouble shooting, ordering setting up new equipment etc.Assistance on the hardware equipmentMaintaining the powerup bar, fulfilling orders, imaging etcMon & Fri heavy phone days on installing
Top Skills:1+ yrs exp is a mustHelpdesk support background is a mustWindows & MAC OS exp is a mustIntune/Service Now exp is requiredActive Directory exp/knowledge is requiredG-Suite
Nice to have:Google certifications preferably Google admin
Soft Skills:Excellent Communications