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IT User Support Specialist
Ref No.: 18-00020
Location: Norwalk, Connecticut
HSI seeks an IT User Support Specialist for a contract to hire position in NYC.
IT USER support specialist
This position is a key technology support role providing on-site technical services to various NY location colleagues. This will include: providing high quality support for workstations, mobile devices, telephony, local infrastructure services, training, client support teams, and other technical and administrative support, as needed. The successful candidate will develop trusting relationships with key leaders and staff of all levels throughout the organization.
Major responsibilities
Provide responsive and friendly workstation and mobile device support to end-users (e.g., install, configure, maintain, and troubleshoot user hardware and software).
Proactively manage support issues (e.g., identify service gaps, make process change recommendations to improve productivity, identify end-user support trends, and develop and document solutions).
Work collaboratively with Global Firm IT and Helpdesk Support groups to ensure optimum utilization of office technology, timely introduction of Firm standard IT products, and cost-effective IT solutions.
Provide hands on end user training for IT products (iPhones, iPads, laptop, etc) as needed.
Help contribute IT content for the regional technology intranet website.
Provide Video Conference support using the client's Standard VC equipment, VCnow and Polycom desktop systems.
Create trouble tickets, link them to global problems, quickly identify / create pertinent knowledge objects to speed user repair for self/others.
May be required to work after normal hours and occasional weekends as requested.
knowledge and skills required
Knowledge of client's standard IT applications (Windows, MS Office, Lotus Notes, and other standard client software) and a willingness to learn.
Experience with providing technical support in a Microsoft Windows networked environment. Experience in troubleshooting and successfully resolving issues with Microsoft Office, Lotus Notes, printing, VPN, as well as general Windows troubleshooting skills.
Proven high-level customer service skills and an ability to perform in spite of ambiguity.
Demonstrated analytical and problem-solving skills.
High aptitude for learning on the job.
Special skills and other background requirements
Ability to work effectively under pressure and manage multiple priorities.
Possess excellent interpersonal/communications skills with a strong customer service orientation.
Demonstrated abilities to solve problems and analyze situations. Must be able to dissect requests, prioritize them appropriately, and identify trends and patterns.
Must establish strong rapport with end-users and gain their confidence that requests will be completed to their satisfaction.
Willingness to learn additional technical skills.
Ability to work with minimal supervision & Mentor more junior team members.
Bachelor's degree or equivalent education in Business Administration, Computer Science, Logistics or related subject.
Microsoft Certification for desktops and infrastructure preferred
ITIL Foundations Certification preferred
4-5 years' experience in a similarly sized organization required
Team leadership experience a distinct advantage