Title: Service Desk/IT Support Specialist
Location: New Haven, CT (hybrid 2-3 days in office)
Job Type: Contract
("US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.”)
Job Description
Overview
Provides Tier 1 support for customers requesting assistance with office technology services (e.g., computers, mobile devices and printers). Assists users with troubleshooting and remediation technology related service requests. Provides support to internal users and field force.
Core Responsibilities
- Answers support requests and provides telephone assistance to customers; provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Escalates and coordinates services requests with staff assigned to service request.
- Recommends procedures and controls for problem prevention.
- Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned.
Essential Competencies
Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients
SkillQualifications
Required:
- Problem solving and troubleshooting skills
- Strong oral and written communication skills
- Strong interpersonal skills
- Strong listening skills
- Sound judgment in decision making
- Math skills
- Ownership and accountability for daily operational end user compute support
- Must be able to work relatively independently without constant managerial supervision
- Must have strong organizational, time management and relationship building skills
- This role requires daily interaction with our user community
Preferred:
- Ability to speak Spanish or French desirable
Systems/Technical Knowledge:
- Demonstrated working knowledge of basic to moderately complex hardware and software products
- Service Management systems
- Remote support tools (i.e., Bomgar)
- Cloud applications (i.e., connected backup)
- Active Directory
- Microsoft and Macintosh operating systems
- Microsoft Word, Excel and PowerPoint
Education and Experience Qualifications
Required:
- 2-5 years of IT experience including leading/supervising technology service and support teams or equivalent combination of training and experience
- ITIL Foundation certificate required
- A+, Network+, MSDT or equivalent professional certification
Preferred:
- Associates in Computer Science preferred or BS in Business Administration/Info Tech focus
A reasonable, good faith estimate of the minimum and maximum hourly rate on W2 for this position is $30-$32 with limited benefits.
Job Type: Contract
Pay: $30.00 - $32.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Work Location: In person