It Service Desk Consultant Jobs

Conduct and update asset management processes and inventory.

Ensure end-to-end user experience with timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude.

Document resolutions and update self-help and knowledge bases.

3+ years of experience in an IT Support position in a medium-large company environment.

Hands-on working knowledge with collaboration tools (Zoom, Box, Slack, etc.)

Analytical and problem-solving abilities, with keen attention to detail.

Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.

Solid knowledge of IT service management frameworks and best practices, such as ITIL.

Ensure adherence to ITIL best practices and service management principles.

Assign and prioritize tasks, ensuring the team's workload is managed effectively.

Develop and maintain service desk procedures, documentation, and knowledge base articles for efficient issue resolution.

Proven experience in a hands-on service desk supervisor role, preferably in a fast-paced environment.

Experience working with remote workforce and users of all levels of technical aptitude

Healthcare industry experience with an understanding of Information Security for PII/PHI as well as HIPAA requirements preferred

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Some experience working in IT

Some experience with endpoint (Laptop) deployments

Experience with endpoint imaging software (For Example: SmartDeploy, Kace, Ghost etc.) would be a huge plus

Prior Service Desk and Project Management experience preferred

At least 2 years of prior customer service experience (technical or non-technical) required

In-depth knowledge of Windows 10, Microsoft Edge, Office 365

Knowledge of and ability to troubleshoot Printers in a Windows environment required

Working knowledge of wireless technology and mobile environment required

Work on special projects and laptop software configuration

Able to handle call volume of up to 30 calls per day.

Able to navigate Different O rganizational Unit s ( OU )

Able to look up attributes

Able to reset password and unlock accounts.

Setting up new phones/ Ipads

Description Of Duties (primary & Secondary)

Proven project management skills in setting priorities to meet project deadlines.

Manage the Service Desk performance to exceed performance metrics and goals.

Manage contacts with customers, direct reports, peers, and independent vendors.

Ability to establish a solid working relationship with customer, staff, managers and peers

BS Degree in Computer Science, MIS, or related field/equivalent experience in lieu of a degree.

4+ years of proven IM/IT leadership experience or equivalent supervisory experience

General knowledge and/or experience in computer systems/software such as network connectivity, VPN connectivity, O365, AD, and Mobile Device Management

Performing remote troubleshooting through technical diagnostic techniques, remote software, and pertinent questions

Maintaining and expanding knowledge of help desk procedures and services

Excellent customer service and communication skills, written and verbal

1+ years of IT Service Desk or IT Support experience required

ITIL training and/or experience desired

Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions

Remotely assist with new printers, desktops, and laptops

3 + Years Ticketing System Experience

3 + Years Technical Support Experience

Associates Degree or equivalent experience

IT Certifications A+, ITIL (preferred)

• Position requires strong phone skills and ability to empathic

Contract - Estimated 6+ Months

*Highly preferred some healthcare background.

• Monitor multiple inbound support channels including phone, email and incidents

• Triage, troubleshoot, resolve and escalate incidents as necessary

• Provide customer communications regarding ongoing incidents

Effective time-management skills and ability to multi-task

Possess a good understanding of Windows Operating systems, Microsoft print management and standard O365 applications

Assists in the management and tracking of all digital assets.

Assists in the management of all existing and legacy applications

Works with the IT Service Desk Manager to provide a seamless customer experience

Work with vendor engineers, project managers and support techs to solve application related issues.

A bachelor’s and 5 years of experience leading a team providing service desk operations (Tier 1-3, asset management, ServiceNow ITSM implementation).

Develop, cultivate, and manage customer relationships.

Hands-on knowledge of ServiceNow and service desk operations SLA tracking and dashboarding/reporting.

Strong interpersonal skills including mentoring, coaching, collaborating, and team building.

Don’t meet every single requirement?

Work with technical teams to provide day-to-day operations, modernization, and enhancements to service desk operations.

Experience in IT Service Management, IT Support and operations

Experience delivering Professional Services (e.g., training, or consulting) and/or IT operations management

Five to seven plus years of business-related experience, with increasing levels of responsibility

Experience in business process analysis and improvement

Advanced degree and/or expertise/certification (PMP, ITIL, etc.)

Bachelor Degree in Computer Science, Information Systems, or Engineering (or significant equivalent expertise built on the job)

Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

Will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office.

Provide support and customer service to users, promote and / or escalate problem, incident, and request action items.

Will require 20% travel to New York.

Must be able to work on a W2

5+ years of experience in IT help desk support with at least 2 years of management

Full offering of health and wellness benefits for you and your family

Lead and manage the day-to-day operations of the IT help desk, including staff supervision, task allocation, and performance assessment.

Offer technical guidance and assistance to help desk team members, ensuring timely and effective resolution of issues.

Maintain a comprehensive knowledge base and documentation of common issues, solutions, and troubleshooting steps.

Design and conduct training programs to enhance the technical skills of staff members and improve first-level issue resolution.

Participate in the IT Change Management process

Minimum of 3 years experience as an IT manager/leader

Experience with remote/international team members

Manage our ETS (executive support) team, providing prompt technical, “White-Glove” response to the leadership team. Quickly drive their issues to resolution

Minimum Education: Bachelor's Degree in an information technology or related field.

Technology certifications preferred, not required

Work Hard. Work Smart. Enjoy the Experience.

Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs).

One to five years applicable work experience.

Certifications: MCP, A+, Network+, Security+ (preferred but not required).

Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners.

Experience with Microsoft Windows operating systems.

Understands the entire Incident Lifecycle Management cycle and Knowledge Management Suite.

ServiceNow expertise in IT Service Management.

Work closely with ServiceNow functional teams to build requested items and tasks using workflows to manage key processes.

Write requirements and closely work with ServiceNow administrative team to configure and improve core of custom applications.

Write requirements to leverage ServiceNow business rules, scripts, UI actions, workflows, integrations, and process automation to improve service delivery.

Provide requirements for dashboards and reporting, and act as a backup resource developing dashboards, as necessary.

Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).

Experience or knowledge with ITIL.

Maintain and expand knowledge of help desk procedures and services to capture issue resolutions and promote continuous improvement and increased FCR.

2+ years customer service experience.

1+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).

1+ years’ experience troubleshooting Microsoft Windows Operating Systems.

Manage tasks ensuring that service level agreement and key performance indicators are met, redirecting if/when needed to the appropriate team.

Work closely with service desk managers and supervisors to ensure they are kept updated with key information

Bachelor’s Degree in IT or relevant work experience

MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred

Strong oral and written communication skills

Creative and effective problem solving skills

Order, Image, configure, deploy, and manage assets per departmental process

Bachelor’s degree or equivalent work experience

Experience resolving issues related to:

CompTia A+/Net+, ITIL Foundations, and other relevant certifications preferred

Comprehensive Medical, Dental and Vision benefits for employees and dependents

Answer and respond to all Service Desk calls, emails, IT Support Slack channels, and walk-up requests