Senior Specialist, Tech Support Contractor
Macmillan Publishers
- New York City, NY
- $36.25 per hour
- Contract
- Full-time
- Provide Tier 2 Windows 10 support (primary) and Tier 2 Mac OS X and application support (secondary)
- Serve as key contact for troubleshooting technical issues, answering questions regarding upgrades, installations, and other software/hardware/network issues and requests
- Meet SLA requirements for contacting users and resolving issues/fulfilling requests
- Provide audio/video support using Google Meet, Zoom and Crestron services.
- Provide both in-person and remote support
- Provide event support; local and remote
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to the Manager in a timely manner.
- Physical relocation of equipment including equipment installations and moves.
- Perform desktop tasks related to the On-Boarding/Off-boarding process
- Create and provide documentation on current/new IT processes
- Familiarity of Windows and Mac OS
- Proficiency with Google Suite, Dropbox, Microsoft Office, and Adobe products
- Experience working within a ticketing system (preferably ServiceNow)
- Experience troubleshooting Mobile Devices and MDM (Apple iPhones and iPads, Verizon MiFis)
- Active Directory (Ability to reset passwords and move machines in OUs)
- Ability to learn and support Macmillan owned applications and systems
- Superior customer service skills; able to communicate clearly to users of varying technical knowledge/ability
- Proactive troubleshooting and problem-solving skills
- Ability to travel between Macmillan offices as needed
- Experience with Windows 11 support and LANDesk a plus
- Minimum of 3 years work experience as an IT Support Specialist in an enterprise environment
- VIP support experience
- Ability to adapt to change in a fast paced environment
- 2 year degree in IT related field or equivalent work experience