Desktop Support Technician
AmTrust Group

New York, New York


Overview

AmTrust Financial is currently seeking a talented individual to fill a role as Desktop Support Technician. The Desktop Support Technician will report to the Supervisor, Desktop Support. The Desktop Support Technician is part of a team responsible for supporting a multitude of IT related issues that range from desktops, laptops, network, telecom, video conferencing, VoIP, mobility and server or infrastructure problems. The position is also a member of a global remote support team working to diagnose, resolve, and respond to IT incidents in a fast-paced environment.

The Desktop Support Technician provides end-user support and installs/maintains personal computer hardware and software utilizing hands-on and remote resolution capabilities to ensure the efficient and successful operations of AmTrust's corporate business, while following all IT and Security standards and practices. The Desktop Support Technician will work closely with other IT groups, business departments, and external entities.

Responsibilities

  • Provide high quality, service focused support, in person, by phone or email with both onsite and remote end users.
  • Troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.
  • Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
  • Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance.
  • Document incidents, problems and requests in the company ticketing system (ServiceNow).
  • Escalate critical incidents to Management as needed.
  • Day-to-day-operational activities associated with shipping and receiving of IT hardware.
  • Work independently while simultaneously being a collaborative team member striving for team success.
  • Follow standard operating procedures around process and documentation.


Qualifications

Required:
  • Associates degree: proven industry experience will be acceptable in lieu of degree
  • 1+ years of experience in IT Desktop Support with a focus on end user facing services
  • A+ Certification highly desirable
  • Experience with Windows 10
  • Knowledgeable in Microsoft Office Applications
  • Working knowledge with Help Desk ticketing systems such as ServiceNow
  • This is a 5 day a week, in office position in our Maiden Lane New York, NY office.
  • Hours are 9-6pm est. Dress code is business professional.
  • Must be able to travel to Jersey City Office when needed.


Preferred:
  • Hands on experience with Adobe Acrobat, VPN Clients, Cisco Jabber
  • Troubleshoot and installation of Laptops/PC, printers, and copiers
  • Experience working with Active Directory
  • Basic Networking (TCP/IP)
  • Cisco Phones and Soft Phones
  • Microsoft MCP (Microsoft Certifications)

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.



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