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End User Support Agent

Posted 12 days ago

  • Expiry Date: 21 July 2022
  • Referral: 210972@accuick.com

Job Description:

  • Onsite - 5 days a week in NYC - Must be fully vaccinated

  • The End User Support Agent will provide IT support for business users.

  • They would be required to support technology used by the business.

  • They will be part of a team environment and support the members by effectively communicating with all staff within EUS and across peer units.

  • They will be involved in a number of dynamic, strategic initiatives in key Service Desk projects across the organization such as supporting platform enhancements and its implementation.

Principal duties and responsibilities:

  • Participate in day to day operations for supporting on-site and remote staff.

  • Leverage technical expertise for users’ end point devices, phones, VDI

  • Maintain service by supporting user initiatives via phone, emails, walk-bys, and collaboration tools to ensure objectives are achieved

  • Execute day-to-day functions of End User Support. Ensuring following priorities and procedures

  • Track and monitor progress and escalate incidents and tasks

  • Ensure a good fit for the role by taking part in technical and interpersonal training

  • Bachelor’s degree with 3-5 years of service desk support experience (ideally including 3+ years of demonstrated experience in a variety of complex organizational changes)

  • Familiarization with IT support organizations and support roles; strong technology acumen

  • Proven experience building and influencing cross-functional relationships

  • Strong communication and conflict resolution skills

  • Ability to partner effectively with team members and work on a flexible and collaborative team

  • Tactically, skills should include a WinTel PC focus: hardware troubleshooting, MS SCCM, HP Device Manager, onsite support, lifting an occasional 25lbs, attention to detail. Remote VDI / VMware Horizon good to have.

Skills:

  • Skillsets - Details / Explaining the Skillsets and Defining BAU Experience.

  • PC Hardware - Worked with Thin Clients, Imaging, Physical issues, Video connectivity.

  • Software - OS support (Win10). Task Mgr, Profile Mgr, AntiVirus, PerfMon, Proxy, Logging, MSoffice, Computer Mgt, basic CMD prompt, Registry, Add-ins, Outlook.

  • Active Directory - Domain, OU’s, Resource / Security Groups, User Mgt, User/Computer groups.

  • TCP/IP - VLANs, static/non-static, Firewall, , Proxy, Command Prompt commands.

  • SCCM - Deployments vs Computer Mgt, App volumes (good to have), end user software center.

  • Thin/Zero Clients - HPDM Imaging, Creating sequences, Imaging: Ghost, PXE boot, VMware

  • VDI - VSphere, VMware, upgrade/downgrade, protocols, troubleshooting, Infra

  • Mobile Device (MDM) - Troubleshooting (IOS, Android OS). Knowledge of Admin tools MDM. InTune

  • Ticket System - ITIL tools: Change Mgt, Prob Mgt, INC Mgt, Knowledge share articles, SNow.

  • Documentation - Training, Creating documents.

  • Asset Management - SNow, Computrnce remote mgt, Asset tags.

  • User Support - Hours of work, scheduling, prior team roles.

  • Communication Skill Inspect technical documentation, moderate business writing skills.

Education:

  • Technical Support for PCs, printers and mobile devices etc.

  • Troubleshooting and maintenance of hardware and software.

  • Thin Client for VMware VDI setup and troubleshooting.

  • PC setup (Windows OS installation, memory & disk replacement, cabling, etc.).

  • Response to queries either in person or over the phone/email.  

  • Documentation for technical support.

  • User manuals (revise/update), Asset managements Required experience/knowledge.

  • 5+ years of experience in PC technical support.

  • MDM support experience.

  • Experience of ticket management system such as LANDesk, Remedy or ServiceNow.

  • Knowledge in scripted deployment of applications (using Altiris or SCCM).

  • Knowledge in Windows 7 and Windows 10.

  • Knowledge in Active Directory function: adding users, password reset, etc.

  • Basic TCP/IP networking for troubleshooting: PING, TRACEROUTE, NETSTAT, IPCONFIG, etc.

  • Knowledge in MS Office.

Skills and Experience:
Required Skills: 

  • ALTIRIS

  • DEPLOYMENT

  • END USER SUPPORT

  • IT SUPPORT

  • ACTIVE DIRECTORY

Additional Skills:

  • LANDESK

  • MDM

  • MS OFFICE

  • NETWORKING

  • REMEDY

  • SERVICE DESK

  • TCP

  • TCP/IP

  • TECHNICAL SUPPORT

  • WINDOWS 10

  • WINDOWS 7

  • ANDROID

  • ASSET MANAGEMENT

  • BUSINESS WRITING

  • CABLING

  • DOCUMENTATION

  • FIREWALL

  • GHOST

  • IMAGING

  • IOS

  • ITIL

  • MAINTENANCE

  • MASTER DATA MANAGEMENT

  • MICROSOFT OFFICE

  • MICROSOFT OUTLOOK

  • MICROSOFT WINDOWS

  • MOBILE DEVICES

  • OPERATIONS

  • OUTLOOK

  • PCS

  • PRINTERS

  • SCHEDULING

  • SECURITY

  • TECHNICAL DOCUMENTATION

  • THIN CLIENT

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.