Senior Helpdesk Support at Iconma
Melville, NY
About the Job
Senior Helpdesk Support
Location: Melville, NY
Duration: 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 divisions
Heavy focus on laptop support with an even mix of Windows PC s, Macs, and Mobile Devices.
Top notch customer focused support
Excellent written and verbal communication skills
Engaged in cross-train efforts amongst peers where applicable
Contribute to site level operational readiness, process improvements
Effectively manages up as needed
Self-aware of gaps in skills, works to improve
Frequent collaboration with site lead, acting as back-up when delegated to
Cross platform collaboration with immediate peers
Assist 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 SCCM
1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
1+ years of experience with Mac experience supporting 100+ end users
1+ 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 & Development
Support Service desk & support innovations
29-30 Walkins per day in Melville
Team 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 Mac
10-15 tickets per day
SCCM, Trouble shooting, ordering setting up new equipment etc.
Assistance on the hardware equipment
Maintaining the powerup bar, fulfilling orders, imaging etc
Mon & Fri heavy phone days on installing
Top Skills:
1+ yrs exp is a must
Helpdesk support background is a must
Windows & MAC OS exp is a must
Intune/Service Now exp is required
Active Directory exp/knowledge is required
G-Suite
Nice to have:
Google certifications preferably Google admin
Soft Skills:
Excellent Communications
Location: Melville, NY
Duration: 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 divisions
Heavy focus on laptop support with an even mix of Windows PC s, Macs, and Mobile Devices.
Top notch customer focused support
Excellent written and verbal communication skills
Engaged in cross-train efforts amongst peers where applicable
Contribute to site level operational readiness, process improvements
Effectively manages up as needed
Self-aware of gaps in skills, works to improve
Frequent collaboration with site lead, acting as back-up when delegated to
Cross platform collaboration with immediate peers
Assist 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 SCCM
1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
1+ years of experience with Mac experience supporting 100+ end users
1+ 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 & Development
Support Service desk & support innovations
29-30 Walkins per day in Melville
Team 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 Mac
10-15 tickets per day
SCCM, Trouble shooting, ordering setting up new equipment etc.
Assistance on the hardware equipment
Maintaining the powerup bar, fulfilling orders, imaging etc
Mon & Fri heavy phone days on installing
Top Skills:
1+ yrs exp is a must
Helpdesk support background is a must
Windows & MAC OS exp is a must
Intune/Service Now exp is required
Active Directory exp/knowledge is required
G-Suite
Nice to have:
Google certifications preferably Google admin
Soft Skills:
Excellent Communications