Associate Technology Support Analyst - New York, Ny

Associate Technology Support Analyst

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte Technology - US. We are curious and life-long learners focused on technology and innovation.

Work you'll do

As a member of the Technology Support Services team, you will be responsible for maintaining end-user relationships at all levels of the organization. You will provide technical support to Deloitte's mobile workforce locally, at client engagement sites, or other locations as required.

This role will allow you to demonstrate your extraordinary customer service and technical support skills to solve problems with laptops, printers, software, and mobile devices. You will also have the opportunity to showcase your presentation skills through the delivery of training related programs to the user community.

Responsibilities:

• Maintain accurate inventory of all IT assets.
• Occasional call center phone support may be required.
• Perform hardware and software configuration, maintenance, upgrades and troubleshooting of laptops, mobile devices, and printers.
• Engage with vendors to coordinate hardware repairs for laptops, mobile devices, and printers.
• Provide one-on-one and group training for peers and customers, including onboarding of new hires.
• Participate in after-hours support program on rotating basis.

The team

Deloitte Technology - US helps power Deloitte's success. We drive Deloitte, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~2,500 professionals in Deloitte Technology - US deliver services including:

• Strategy
• Technology support
• Infrastructure
• Financials
• Security, risk & compliance
• Deployment
• Communications
• PMO
• Applications
• Relationship management

Technology Support Services

The Technology Support Services (TSS) team is Deloitte Technology - US's first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, TSS provides hands-on support to Deloitte employees.

Required Qualifications:

• Ability to lift up to 50 pounds.
• Ability to work overtime, including nights and weekends as needed.
• Associate's Degree or a minimum of 1 year in professional setting/corporate environment and minimum of 6 months of customer service experience.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Ability to provide after-hours support on a rotational basis with occasional travel required to offices in local geography.

Preferred Qualifications:

• Extraordinary customer service skills along with strong written and verbal communication skills to promote Deloitte Technology - US services and deliver premier user experiences.
• Ability to build rapport and cultivate strong business relationships.
• General understanding of IT principles and governance frameworks such as ITIL foundation concepts.
• General knowledge of Linux Ubuntu Desktop operating systems including file permissions, file systems management, account management, performance monitoring and command line interface.
• Ability to apply problem-solving skills to identify, diagnose and implement appropriate resolution, both in-person and virtually using remote control tools such as LogMeIn GoToAssist/Rescue.
• Strong teaming and collaboration skills.
• Advanced knowledge of IT security concepts and social engineering threats.
• Strong sense of discretion and confidentiality required.
• Knowledge of desktop security and compliance applications.
• Foundational project management and leadership skills.
• Ability to meet deadlines and manage stress effectively in high-pressure situations.
• Comprehensive technical knowledge of computer hardware/software including laptops, printers, and smartphone technology along with MS Windows and MAC OS, MSOffice 365 products and other cloud-based technologies.
• Prior experience in providing services to remote sites a plus.
• Ability to interact professionally with all levels in the organization including C-Suite leaders.
• Dell, HP & Mac Laptop repair certification.
• General understanding of technology and infrastructure including networking concepts, unified communications, hardware components and cybersecurity.
• Experience supporting Audio/Video conferencing equipment and telephony equipment. (Polycom, Skype For Business).
• General knowledge of scripting languages and platforms (C#, PowerShell, .NET etc.) preferred.
• Experience providing technology support in a professional services environment similar in size and scope to Deloitte.
• Advanced knowledge of ServiceNow incident tracking system.
• A+, MCSE, Windows 10, ITIL, ACMT certifications.

For individuals assigned and/or hired to work in New York City, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York City and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $55,200 to $92,000.

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