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Desktop Support Technician
REQUISITION NUMBER:20171004-90001-001
HOME COMPANY:RailWorks Corporate HQ
COMPANY LOCATION:RailWorks Corporate - New York, NY
BUSINESS UNIT/DEPT:INFORMATION TECHNOLOGY
JOB LOCATION:Farmingdale, NY
  
Job Responsibilities:

 

Position Title: Desktop Support Technician

Reports To: Director Telecommunications

Department:

Division:

Location: Farmingdale NY

Status Exempt

Date: Immediate

 

 

Position Summary

 

Provides hardware, software, network, and telecommunications support to the Railworks user community by means of timely intervention, structured problem determination, root cause analysis and documented solutions.

 

Primary/Essential Responsibilities and Duties

 

  • Act as a shared initial point of contact for all user calls/emails to the Railworks Help Desk
  • Receive incoming help desk calls, create and maintain help desk tickets, monitor help desk queue
  • Provides functional support for company’s Cisco unified communications environment
  • Provide Level 1 (resolves basic customer issues) and Level 2 (more comprehensive problem solving) support of customer computer hardware, software, network, and telecommunications systems issues
  • In conjunction with the Network Administrator and Infrastructure Manager diagnose and resolve email, Internet and local-area network access problems
  • Diagnoses, identifies, isolates, and analyzes problems and guides users through step-by-step solutions being sure to identify root cause at all times
  • Clearly communicates technical solutions in a user-friendly, professional manner
  • Diagnoses and resolves end user PC, Tablet and Smart phone hardware and software problems
  • Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals
  • Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
  • Performs minor desktop hardware repair for PC computer equipment and peripherals. Occasionally helps install local area network cabling systems and equipment

General/Other Responsibilities and Duties

  • Maintains and updates records and Help Desk tracking database
  • Conducts hardware and software inventory database maintenance and reporting
  • Works with Purchasing to configure and order end user computer equipment such as PC’s, Tablets and Smart phones
  • Alerts management to recurring problems and patterns of problems
  • Provides one-on-one end-user training as needed
  • Minimal travel to support office upgrades or re-location
  • When directed by the CIO perform specified R&D analysis
Job Qualifications:
  • Associate’s Degree in an IT-related field
  • A minimum of 2 years’ experience providing end-user phone support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers in a network environment
  • Knowledge of desktop operating systems (MS Windows 7,10), various software applications and basic hardware for the PC, principles and theories of network systems and management, and Internet technologies and products
  • Ability to deliver professional technical customer support over the phone
  • Ability to identify, troubleshoot and resolve a wide range of technical computer-related problems
  • Ability to read, understand and apply complex technical information and to master new computer technology
  • Strong interpersonal, written and verbal communication, and customer service skills
  • Ability to develop and maintain positive relationships with internal clients and external vendors
  • Strong analytical and problem solving skills and ability to identify root cause related to problems
  • Strong planning and organizational skills and the ability to meet deadlines
  • Advanced skills with Microsoft Office suite 
Physical/Travel/Attendance Requirements

Physical Requirements and Working Conditions

 

  • Works in an office environment
  • Frequently sits for long periods of time
  • Frequently speaks, reads, writes and uses a computer keyboard
  • May require standing, walking, stooping, or bending
  • May require lifting equipment weighing up to 25 pounds

 

This job description is not intended to represent a complete, comprehensive list of all duties and responsibilities that may be required in this position.  There may be unplanned activities and other duties as assigned.

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