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Senior / Lead Help Desk Support Analyst (Contract to Perm)

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Job ID Number: 1038
Employment Type: Contractor
Minimum Degree: None
Location: New York, NY
Contact: wintel@connectionsny.com
Category: Technical Support
Salary Range: N/A
Consultant Range: N/A
Description: ? Responsible for completion of PC/Mac and Systems support tasks in a timely and accurate manner, including tasks at all levels of complexity. Support tasks include PC, Mac, Printers Phone and Blackberry support. Duties include attending to phone calls and responding to emails when customers call in the Help Desk.
? Independently investigate technical problems, recommend alternate solutions and execute the appropriate solution for all levels of problems, share the technical work with other members of the team, assist other members of the team with technical solutions and their oversee technical work.
? Responsible for documentation, tracking and resolution of issues, and monitoring recurring issues and suggesting long term solutions for such issues
? Assist with standardization of hardware and software standards and preparing specifications for such equipment and software.
? Prepare plans for small and mid term projects which involve PC/Mac hardware and/or software roll-outs while being mindful of the business needs of individual departments. Prepare documentation for administrative reasons as well as planning, design, testing, and cutover for such projects. Prepare accurate estimates of the amount of work and/or time required to complete projects with a high degree of dependency
? Must provide regular status updates and escalate issues in a timely manner to management.
? Must communicate effectively with both technical and non-technical staff members to help the group complete projects, make decisions, and achieve goals.
? Responsible for managing to a set schedule while at the same time ensuring delivery of targeted goals.
? Offer support in finding ways to improve the current environment and service provided.
? Work well with other members of the team, respect ideas and contributions from others, maintain self control in difficult situations, and work well with people at all levels.
? Demonstrate a commitment to a high level of customer service.
? Assist with maintenance of equipment (PC, Mac, Printers) and software license inventory.
? Adhere to all applicable departmental, administrative and budgetary policies, standards and procedures.
? Work on Special projects as assigned.
Requirements: QUALIFICATIONS AND SKILLS:
? At least 5 years experience in related PC, Mac and system administration field
? Experience with Windows XP, Active Directory, Exchange 5.5, MS Office, MS Outlook and computing hardware e.g. Dell PCs, clone PCs, Mac PCs, printers e.g. Xerox and HP printers, and blackberry equipment
? Conceptual understanding of LAN, WAN, Bridges, Routers, Hubs
? Ability to quickly gather a good working knowledge of the tools available within the environment to and use them to resolve issue, monitor performance and execute other special assignments.
? Excellent verbal and written communication skills
? Knowledge of Help Desk best practices and procedures based on actual experience.
? Ability to manage Help Desk team including prioritization and follow-up on execution of assigned tasks, provide technical guidance, coach and mentor the team to improve their technical skills
? Ability to analyze problems to offer intelligent insight and solutions.
? Ability to communicate effectively with good inter-personal skills.
? Ability to work independently and as part of a team.
? Bachelor?s degree or equivalent experience.
Prior experience as a project lead or equivalent.

Please submit a brief summary about why you think you might be a good fit along with your resume.