IT Support Specialist

About the Company

Our client is an established mechanical engineering and services provider that serves the construction and facilities industry.  They are seeking a qualified Helpdesk Level II professional for onsite support in their Buffalo location.  Option for 1 remote day once up to speed.

Term of Assignment:  ~ 3 months – option for extension.                                                         -Possibility for full time, direct hire role

Hours: 8:00 AM – 4:30 PM (ON-SITE) 

We are seeking a  driven/self-starter who is proactive in their work habits. This is a Level II support- 90% hands on support / 10% Help Desk phone support.     You’ll also be responsible for deployment of new Windows and IOS-based equipment and peripherals, installation/troubleshooting of software solutions (primarily O365 and some proprietary ERP systems).

The key responsibilities include, but are not limited to:

• As part of a team will serve as a point of contact for customers seeking technical assistance over the phone, via email and in person
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events, problems and their resolution in helpdesk portal
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Develop and maintain minimum IT Asset stocking levels
• Assist in the management and provisioning of Mobile Devices (Cell Phones, Tablets)
• Manage and support period billings for all IT assets (Phones, Internet, TV, Purchasing)
• Coordinate and support service/maintenance managed network printers
• Add/delete users in Active Directory

To be considered for this position we’re ideally looking for:

• 2-4 years’ experience in the IT field
• Strong problem-solving and analytical skills
• Understanding of computer systems, networks, infrastructure, etc.
• Knowledge of Helpdesk Ticketing Systems (Fresh Service or similar)
• Remote Support knowledge (Desktop Central, or similar)
• Solid exposure to MDM, Active Directory, O365, Windows Laptops, IOS devices.
• Strong communication skills to bridge the technical and non-technical teams
• Customer service oriented with a problem-solving attitude