Senior Tech Support
New York City Economic Development CorporationAbout the role
Our Vision: To make New York City the global model for inclusive innovation and economic growth, fueled by the City’s diverse people and businesses.
Our Mission: Creating a vibrant, inclusive, and globally competitive economy for all New Yorkers.
POSITION OVERVIEW:
The Senior Tech Support position provides advanced technical support to end users, while serving as a technical resource to other Helpdesk personnel. This role requires maintaining detailed knowledge of all company supported software/applications, performing routine software upgrades, and ensuring that user needs are met efficiently and professionally. This role will require establishing Helpdesk goals, objectives and policies to deliver superior customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Specialize in customer service and technical support
- Assist in managing day-to-day support tickets
- Manage laptop and computer imaging
- Assist in new software implementation
- Configure, install, and troubleshoot network scanners and printers
- Research various technical problems and provide solutions to end-users and departmental staff
- Respond promptly to Helpdesk calls and email messages and prioritize requests according to importance
- Provide basic support for hardware, software, and network access as well as remote offices
- Track records of all hardware and software inventory
- Create and maintain SharePoint sites (internal & external)
- Arrange service by software or hardware vendors to repair or replace defective products
- Define and document MIS Helpdesk processes and policies
- Manage and maintain system updates to conference rooms
- Execute offboarding steps for all exit employees
- Other duties as assigned
QUALIFICATIONS:
- Bachelor’s Degree or equivalent experience
- Active Directory, HPE Records Manager, RSA SecurID, Cisco, VPN, Microsoft Windows 10, Microsoft Office 365, SharePoint Online & One Drive experience
- 3-5 years of experience in Help Desk Support/Management
- Demonstrated verbal and written communication skills
- Demonstrated management and organizational skills
- Ability to work both independently and on a team
- Knowledge of networking concepts including, but not limited to, network printing, wireless and remote communication, Active Directory, TCP/IP, DHCP
- Must be available to work evenings (after 5 PM) and weekends as needed to support operational demands and emergency service calls
- A+ and/or MCSE certification preferred
About Us: New York City Economic Development Corporation is a mission-driven, nonprofit organization that works for a vibrant, inclusive, and globally competitive economy for all New Yorkers. We take a comprehensive approach, thro
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