Desktop Support - MAC in The Bronx, NY at ConsultNet

Date Posted: 11/5/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    The Bronx, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/5/2020
  • Job ID:
    20-01560

Job Description

Users: University staff including professors, research staff and administration.
Mostly onsite, may transition to occassional remote.
1 year role covering a military leave.
Prefer someone who requires minimal training - must be genuine MAC support
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  • Functions as the key contact for all requests from a broad range of users for technology service support at a designated College location; Communicates effectively both verbally and in writing to convey complex technical information to clients over the phone, via email and/or in-person;
  • Prioritizes, documents and appropriately escalates issues to assure timely problem resolution. Analyzes and researches issues, determines most effective problem resolution procedures; suggests, evaluates, tests and implements solutions;
  • Coordinates and interacts with other ITS teams and functions as a liaison between ITS and users to communicate end-user needs and ensure effective solutions are implemented;
  • Reviews client's requirements and needs for computer hardware, software, network issues, multimedia events, and peripheral equipment; researches, analyzes and provides information and guidance to clients; advises and assists with recommendations to departmental management and ITS
  • Analyzes and plans technical support based upon interactions with ITS teams; documents support plans and establishes implementation schedules; manages project from implementation to completion, including training;
  • Analyzes and resolves computer hardware, software, network issues, repairs user workstations; modifies configurations; replaces faulty components and rebuilds systems on a variety of platforms; perform scheduled and emergency installations;
  • Performs equipment relocation services resulting from departmental moves and/or newly constructed offices, classrooms or labs;
  • Ability to diagnose and repair research instrumentation systems that are unique to specialized research; support of scientific research data acquisition hardware such as gel documentations and spectrophotometry and microscopy systems
  • Maintains records of interactions with clients and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources;
  • Document standard operating procedures for development of knowledge database used by end users for more effective customer service
  • Actively participates in departmental meetings to discuss and resolve client's issues and implement new projects;
  • Perform other related duties as assigned
REQUIREMENTS:
  • Bachelor's Degree and 2-3 years of related experience and relevant computer related technical training is required. An equivalent combination of education and prior related experience will also be considered. In depth knowledge of desktop and technical support systems; knowledge of desktop, laptop mobile, hardware and supported vendor
  • Speaks clearly and expresses self well in one-on-one conversations and groups;
  • Expert knowledge of imaging, deploying and managing Windows, Microsoft Office, Adobe and other products in a networked environment;
  • Expert knowledge in MAC hardware replacement and repair, enterprise workstation deployment and configuration, troubleshooting network connectivity issues, configuration of networked printers and other peripherals;
  • Experience with and ability to train on wireless video conferencing systems such as Zoom and Creston;
  • Working knowledge of configuration and troubleshooting of desktop email clients, mobile devices, web browsers and antivirus software;
  • Working knowledge of educational applications;
  • Working knowledge of Active Directory;
  • Working knowledge of networking basics (e.g., tcp/ip, dhcp, dns)
  • Strong analytical skills to troubleshoot and document issues;
  • Assumes responsibility to ensure issues/concerns will be addressed and monitors them through conclusion;
  • Ability to work independently and in consultation with supervisor to resolve complex problems;
  • Experience with and ability to work on a team and to establish and maintain effective working relationships with peers, students and employees;
  • Excellent verbal and written communication skills;
  • Effectively manages own time and resources;
  • Seeks to apply technology and innovation to improve efficiency and solve problems.