Service Desk Engineer (17-00118)

New York, NY
United States

OperationIT

51 to 200 employees

OperationIT is a Business Process Consulting and Technology Solutions company. We help our clients leverage our industry-wide business experience, deep technology expertise, and comprehensive portfolio of services, in order to increase their business value.

Established in 1996, OperationIT is organized by industry verticals, as well as service lines. This was structured by design, since it gave us deep insight into your business processes, along with the technology expertise to deliver solutions and achieve the business goals you desire.

We can access the specialized skills of our deep process and technology talent pool anytime, to solve any problem. OperationIT enables business solutions through its highly skilled people, reliable processes, applications, and technology infrastructure solutions.

OperationIT has been built over the years on a foundation of ethical values and relationships. Our “client first” attitude reflects in every initiative we undertake. Hence we have constantly delivered on our promises to our clients, and ensured that they attain the power to erase the uncertainty within business, and gain measurable returns on their reliance on us. We always strive to create a positive impact and a difference.

Company Info

Job description

Must have a college degree
MCSE and/or ITIL certification required
Must be familiar with desktop and server support
Need to have knowledge around the COBIT framework

-100% match for 401K, free dental, optional vision plan, and only a minimal deduction for medical....also bonus potential

Must be open to a rotating schedule as there are two other service desk engineers in the group.
The rotating schedules would be

7am-4pm
8:30am – 5:30pm
10am-7pm

Essential Responsibilities:
•Responsible for the daily company's service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities. Provides level 1 and/or level 2 support to the end users within company;
•Performs 1st and 2nd line support for systems that are highly reliant on network technologies, such as Citrix, VPN, RSA amongst others;
•Works in accordance to the defined company policies, ITIL Service Management processes and the various other IT related processes and SAS70/ISAE 3402 controls of the company;
•Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions;
•Professional interaction with the IT infrastructure department and customer community to ensure seamless service support;
•Installs and deploys desktop and laptop computers and IOS based mobile devices;
•Deploys computer software and patches through SCCM;
•Is co-responsible for maintaining the IT Asset Management and Configuration Management database (CMDB) in ServiceNow;
•Analyzes performance and connectivity of computer peripherals;
•Implements, maintains and administers enterprise antivirus services for desktops;
•Provides support for server and network based applications that depend on Active Directory, DNS, DHCP, WINS, etc.
•Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations;
•Researches, tests and applies patch solutions for desktops and laptops; actively participates in the periodical PVG (Patch & Vulnerability Group) team meetings;
•Performs related duties and special projects as assigned;
•Creates and maintains relevant process and/or system documentation;
•Monitors, maintains, administers, troubleshoots, escalates and reports on the company's batch processing environment and related applications on a daily basis;
•Review and manage batch documentation to account for changes.

Qualifications:
•Bachelor's degree in Computer Science, Engineering or a related field.
•A minimum of 5-8 years working experience in 1st and 2nd level Service Support, implementation and project management roles;
•MCSE Certification (current);
•ITIL Certification (current) or pursuing;
•Conceptual familiarity with the COBIT IT Governance Framework, the ISAE3402 Control Framework and ISO27001 Framework is a must;
•Thorough working knowledge on installation, configuration and troubleshooting of Wintel components, Windows 7/10 workstations and related peripheral components;
•Low-level working knowledge of TCP/IP protocols, Internet Technology, Infrastructure security & best practices with associated efforts on consistent technology updates;
•In-depth knowledge of Windows 2003/2008/2012/2016 Server, Active Directory, Microsoft Exchange, Windows 7/10, MS Office, IOS;
•Logical & systematic approach to problem solving required;
•Able to work under pressure and to multitask with changing priorities;
•Self-starter which can be relied upon to take sound decisions,
•Works well in a dynamic multi-functional and multi-location environment;
•Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction;
•Excellent communication skills, verbal and written;
•Good at building & maintaining relationships, problem solving and decision making;
•Takes end to end ownership for customer satisfaction through levels of support, planning and organization (i.e. takes accountability)
•Works well in a global setting with geographically distributed teams in US, NL and HK
•Familiarity with Windows Server scripting;
•Experience with batch scheduling concepts, including but not limited to monitoring and schedule creation

Company Description

Founded in 1996, OperationIT provides clients IT professionals for national Staff Augmentation and Project based needs in four specialized areas. In today's business environment companies are relying on specialists to help them achieve their corporate objectives, especially in the information technology field. Locating the right computer support personnel can be difficult. Quality, technical expertise and cost are key areas to consider when making such decisions. With a team of highly talented sourcing professionals, OperationIT is big enough to handle the most demanding staffing requirements, but small enough to apply that boutique touch for superior performance and results. Our team has built strong domain knowledge and experience staffing four specific areas of technology.

Work location: New York, NY

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