IT Technician - Integrated Resources, Inc

Bronx, NY 10451

About the Job

Justification:	Due to the amount of work required to support end user devices and provide timely resolution to incidents and requests additional staffing is required. The workload exceeds the capacity of the current staff to maintain the existing incidents, service request, other projects and also deployment across multiple facilities in quick succession.
Principal Duties:	General tasks and responsibilities will include: Lead technician for the Special Projects IT Technicians. Lead the EUI Special Projects IT Technicians and ensure they are performing their functions promptly, accurately and completing all required documents fully. Complete data entry and configuration validation of all tasks released to the deliverables. Frequently monitors the progress of projects in which responsible for, reports progress according to project control methods established by the department and acts to correct slippages in scheduled completion of project tasks. Create and maintain the deployment schedule and timeline for device deployments and deliverables. Ensures that project/department milestones/goals are met. Work with the Manager of End User Innovations on the schedules and fully communicate deployment activities and status. Create and maintain status reports for the deployment and any related deliverables as they pertain to Special Projects Identify risk or barriers that need to be addressed and escalate promptly to the Director or Manager of End User Innovations. Providing direct, over the phone or remote troubleshooting to resolve issues in a timely fashion. Required to travel to the various facilities within the five boroughs as needed. Where and when restoration activities are beyond the Product, escalate within the End User Innovations team to have the issue resolved Use diagnostic tools to troubleshoot problems associated with network connectivity; workstation hardware or software and applications; leveraging tools capabilities and methodologies to load, copy and customize operating system configurations Performs work in compliance within specified warranty requirements and returns defective equipment or parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory Accurately and promptly record deployment checklist, documentation, release forms, asset information, work logs and other project activities in the appropriate system with the date, time, activities summaries, workforce members, and all required data elements to ensure appropriate tracking and recording of the Special Projects. Maintains, follows, and consistently demonstrates a general knowledge of Client guidelines, processes, practices, and procedures Ensures that there is enough support to clients and provide friendly customer service to end-users and for the project implementations Prepared and willing to do any other reasonable instruction or task on time and correctly Managing time efficiently, effectively, set priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operates within the standard operating procedures May be required to work nights, weekends and holidays when needed.
Minimum Qualifications:	The IT Technician works under the direction of the Assistant Director and/or Director and is responsible for assisting with IT desktop and laptop (including scanners, monitors, keyboards and mice). The IT Technicians day -to -day activities associated with the delivery of IT and administrative services within EITS. The IT Technician will also be responsible and accountable for management of hardware deployments and inventories in his/her care by following the process provide. General Tasks and Responsibilities Will Include: Point of contact for end-users assistance to receive technical support for desktops, printers, scanners, devices and equipment Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution provided to end-users Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system Supporting all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime Where and when necessary perform restoration activities working with other teams access teams Escalates issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach Facilitate end-users desktop data and application restoration and recovery Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software Responsible for tracking hardware and software inventory Familiarize and assist end-users on basic software, hardware and peripheral device operation and use Works with vendor support contacts to resolve technical issues within the desktop environment Arranging and preparing equipment for shipping/receiving and disposition Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies Maintaining adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support Maintains, follows and consistently demonstrates a general knowledge of team policy guidelines, processes and procedures Prepares and willing to do any other reasonable and lawful instruction/task on time and correctly Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; Maintains proper grooming and adheres to attendance and timesheet policy standards. Other Preferred Skills: Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; Knowledgeable In: Microsoft Operating Systems Microsoft Office Educational Level: A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and Network Services requires a telecommunications background and experience. A satisfactory equivalent combination of training, education, and experience. Years of Experience: Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications. Operations Specialty requires supervisory experience (5 years).

Source : Integrated Resources, Inc